Desktop Support Admin I in Newark, Ohio

Description
Flexible Work Arrangement: 3 days on-site in Newark, Ohio; 2 days remote.
RESPONSIBILITIES #Ll-Hybrid
Respond to and resolve IT support tickets from end-users received via telephone calls, voicemails, emails, and self-service generated tickets.
Assist end users in trouble shooting and resolving issues during deployment and ongoing use of products and services.
Effectively analyze and diagnose problems with IT-related issues, and determine the most effective solution, a high level of accuracy and exceptional customer service.
Conduct incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
Foster trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions.
Provide clear and concise communication to end-users regarding the status of their IT support tickets.
Escalate complex IT issues to higher-level technical support staff and through the appropriate channels.
Identify trends in requests/issue and escalate or report as needed.
Maintain accurate records of IT support tickets and resolutions.
Collaborate with other IT team members to troubleshoot and resolve issues.
Continuously improve knowledge of IT systems, hardware, and software.
Provide end-user training on IT systems and software applications.
Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks.
Deliver a consistent, high level of service within our Serving More standards.
Other duties as assigned.
EDUCATION – CERTIFICATIONS – WORK EXPERIENCE
High School diploma or equivalent required
Associates degree in IT field or equivalent job experience preferred
1 – 2+ years’ experience in service desk or helpdesk role
TRAVEL REQUIREMENTS AND OTHER INFORMATION
Minimal travel is expected.
This position must be able to remain in a stationary position a minimum of 75% of the time, constantly operate a computer, and be able to be in constant communication with customers and coworkers to discuss and observe account information in order to exchange accurate information.
Qualifications
Education
High School (required)
Park National Corporation is an Equal Opportunity Employer. It is the policy of the Bank to hire well-qualified people. An integral part of this policy is to provide equal employment opportunity for all persons for employment. It is also part of our policy to recruit and administer hiring, working conditions, benefits, privileges of employment, compensation, training, appointments for advancement including promotions and transfers, and terminations of employment for all associates without discrimination because of race, color, religion, citizenship, national origin, sex, age, veteran status, or handicap.