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 Service desk 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
The associate must demonstrate strong performance in all major areas of level I responsibilities as well as a thorough understanding of IT policies and procedures. Level II associate responsibilities also include:
Work with other members of the Service desk 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 Service Desk Support Specialists I associates
Office hours are Monday through Friday 7:00 am to 7:00 pm, Saturday 7:30 AM to 7:00 PM. This position is hourly and full-time. Additional Saturdays and Sundays may be required for project support. Periodic overtime may be required depending on work volume. A minimum 37.5 hours is required to maintain eligibility for full-time status. Generally the position will require 40 hours per week. The average number of Saturdays per month is one.
High School or better.
Associates or better in Information Technology or related field.
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.