IT Service Desk Tier 2 Support Specialist — Remote Options

Huntington Bancshares, Inc.; Columbus (OH); Hybrid; USD 45,000 - 70,000; Full time

Job summary

Huntington Bancshares, Inc. seeks a Service Desk Analyst 2 to provide timely end-user support and escalate complex issues beyond Level 1. You will troubleshoot problems, document steps, and contribute to knowledge bases while keeping colleagues informed and satisfied.

In a high-volume environment, you’ll collaborate with IT teams, participate in QA coaching, and maintain up-to-date product knowledge to deliver top-tier service and meet defined performance goals.

Qualifications

• Associate's degree or equivalent experience.
• 1-3 years of customer service and call center experience.
• Professional verbal communication skills.

Responsibilities

• Research and troubleshoot issues.
• Communicate with Huntington colleagues to resolve issues within established time.
• Collaborate with IT support groups to resolve IT-related issues.
• Provide knowledge-base documentation.
• Participate in QA coaching to improve ticket quality.
• Attend team and one-on-one meetings.
• Deliver outstanding service and build relationships with customers daily.
• Meet daily utilization, SLA and quality goals.

Skills

Customer service

Communication

Problem solving

Education

Associate's degree or equivalent experience

1-3 years of customer service and call center experience

Tools

Microsoft Office

Job description

Huntington Bancshares, Inc. seeks a Service Desk Analyst 2 to provide timely end-user support and escalate complex issues beyond Level 1. You will troubleshoot problems, document steps, and contribute to knowledge bases while keeping colleagues informed and satisfied.

In a high-volume environment, you’ll collaborate with IT teams, participate in QA coaching, and maintain up-to-date product knowledge to deliver top-tier service and meet defined performance goals.