Desktop Support Admin I

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.