IT Support Desk Analyst

Huntington Bank; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

Huntington Bank is seeking a Service Desk Analyst to provide frontline IT support on site in Tupelo, MS. The role emphasizes excellent customer service, problem diagnosis, and effective communication with colleagues across the enterprise.

Responsibilities include handling calls, maintaining documentation, and collaborating with internal teams to resolve issues. Daytime and some weekend hours may be required; HS/AS degree plus IT certifications preferred.

Qualifications

• 1 year IT support, customer service and/or call center experience (or combination from internships/projects).
• Associate's degree required; 3+ years in IT support can substitute.

Responsibilities

• Provide outstanding service to Huntington colleagues daily.
• Collaborate in a team to meet goals: call handle time, availability, quality.
• Maintain knowledge of Huntington products, services and procedures.
• Document notes in systems for training and consistency.
• Follow up with customers to ensure resolution of issues.
• Support continuous improvements in the service desk.

Skills

IT support experience

Customer service

Communication skills

Education

Associate's degree

A+ Certification

Network+ Certification

HDI certification

Tools

Microsoft Office

Job description

Description Summary: *THIS POSITION IS ONSITE IN TUPELO, MS, NO EXCEPTIONS* The Service Desk Analyst position provides outstanding customer service at all times. The service desk's role is to provide technical assistance and support related to computer systems, hardware, or software across the enterprise. This individual responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. The person will also troubleshoot problem areas (by telephone or instant message) in a timely and accurate fashion and provide end-user assistance where required. This high-volume service position will allow you to engage your customer service skills by delivering prompt and accurate answers to our colleagues and the support team.

Duties & Responsibilities

• Provide outstanding service to, and build relationships with Huntington colleagues every day
• Work individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability goals and quality goals
• Maintain up to date knowledge on Huntington products, services, technology, and procedures
• Compile documentation necessary for effectively fulfilling customer needs
• Document all notes required in the appropriate systems so that staff can be educated and prepared in being successful
• Follow up with customers to ensure issue has been resolved
• Drive initiatives that improve the service desk
• Partner with internal support groups in providing the best service to our colleagues
• Other duties as assigned

Basic Qualifications

• Minimum of 1 year of IT support, customer service and/or call center experience. This can be a combination of professional work experience, internships, academic projects/ coursework.
• Associate's degree (A minimum of 3 years of experience in an IT support related role can be considered in lieu of the degree.)

Preferred Qualifications

• Candidates must be available to work daytime and evening hours during the week and on some weekends as part of their normal, permanent schedule
• This is not a remote position.
• Colleagues are expected to be in the office at least four days per week.
• Previous banking environment experience preferred
• Ability to demonstrate professional verbal communication skills
• Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material
• Ability to professionally handle irate customers
• Ability to use a headset and to sit for long periods of time
• Experience with Microsoft Office applications and the Internet
• A+ and Network+ certifications
• HDI certifications

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

No Workplace Type: Office

Our Approach to Office Workplace Type: Certain positions outside our branch network may be eligible for a flexible work arrangement. We're combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses.

Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Welcome to Huntington! At Huntington, we look out for people. From reinventing banking with game-changing innovations to building an internal culture that creates lifelong bonds, together, we can make people’s lives better. And amazing things happen when we look out for each other. We prove it every day. Whether it's helping a colleague or collaborating on a new tool that will revolutionize the way we save money, our actions can have a huge impact. Our colleagues look out for people with a Can-Do Attitude, Service Heart and Forward Thinking. Those are our values—simple but powerful. Each of them pushes us do the right thing, to do right by people. Because people are what matter.

If that sounds like you, we hope you'll apply to join our team.

If you'd like to learn more about how Huntington looks out for people, visit https://www.huntington.com/lookingout

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Reasonable Accommodations

Various methods will be used throughout the recruitment process to verify candidate authenticity. Any interviews conducted virtually must be joined from a distraction-free environment, with the candidate on camera and without the use of virtual backgrounds.

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