Help Desk Support Specialist I

Park National Bank Newark, OH
Description

PURPOSE

This position serves as a liaison between PRK associates and Information Services for the support of PC-based software packages and PC hardware.

RESPONSIBILITIES

* Provide phone support for PC and printer hardware issues

* Reset user passwords and unlock user accounts as necessary

* Provide troubleshooting assistance to bank associates as it pertains to hardware and/or software issues or requests

* Perform communication updates and alerts to users as they pertain to system updates, issues and resolution

* Assist with maintaining tracking metrics for management and Leadership review

* Assist with maintaining procedures for Helpdesk Support as well as managing the adding/removal of procedures in the IS department Individually and, if applicable, participate in identifying, measuring, monitoring, controlling and mitigating departmental and enterprise-wide risks

* Maintain awareness of and adhere to Bank's compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks

* Other duties as assigned

Level 5:

In order to advance to level 5, the associate must demonstrate strong performance in all major areas of level 4 responsibilities as well as a thorough understanding of IT policies and procedures. Typically advancement would require a minimum of 1-2 years in the position in order to support more advanced employment duties. Level 5 associate responsibilities also include:

* Work with other members of the Helpdesk to identify problem areas and suggest and coordinate solutions

* Work with Desktop Support Team to escalate large, wide ranging issues affecting user groups

* Collect stats, numbers, suggest training and communication opportunities to help create consistent service level

* Complete Monthly EUS Metrix for Help Desk

* Assist with training and direction to newly hired Help Desk Support Specialists I associates

Minimum Requirements

EQUIPMENT AND PROGRAMS USED

* Microsoft Office programs, including Word, Excel, and Outlook

* Bank specific software including ITI Navigator, Teller, and Director

* Web-based software programs including Kronos, Web Capture, CRIF, and Active Roles

* Desktops, laptops, printers, copiers, Multi-line telephone, fax, scanner any/all peripherals as they pertain to bank functions and other general office equipment

EDUCATION AND EXPERIENCE

* High school diploma or equivalent required

* Associates degree in IT preferred

* Previous experience in a IT environment preferred

SCHEDULE:

Office hours for this position are Monday through Friday 8:00 am to 12:00 pm. This position is hourly and Part-time. Additional Saturdays and Sundays may be required for project support. The expected hours for this position is 20.

Generally the position will require 20 hours per week. The average number of Saturdays per month is one.

OTHER INFORMATION

* Ability to sit for extended periods of time

POTENTIAL CAREER PATH

Helpdesk Support Specialist I (HSS)

Helpdesk Support Specialist II (HSS)

Desktop Support Specialist I (DSS)

Desktop Support Specialist II (DSS)

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.

Park National Corporation's Affirmative Action Plan for handicapped workers, disabled veterans and Vietnam era veterans is available for review Monday through Friday, 8 a.m. to 5 p.m. and Saturday, 8 a.m. to 12 p.m. at the Human Resources Office at 51 N. Third Street, 6th Floor, Newark, OH 43055.

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