IT Support Specialist (level 1 - Incident Manager)

Incident Management It Support Specialist

The Incident Management team is responsible for overseeing the mitigation of impacting incidents as quickly as possible with the goal of minimizing impact to customers and colleagues. The IT Support Specialist is responsible for facilitation of technology incidents, coordinating/running a bridge call, proactive monitoring of production environments and engaging resources needed to support Huntington colleagues and customers.

Schedule: Sunday – Tuesday 7:00am – 7:30pm & Wed 7:00am – 1:30pm

This role will be onsite at 7 Easton Oval, Columbus, OH 43219

Responsibilities:

• Monitor technology dashboards and event consoles in order to identify issues that require attention
• Proactively escalate impacting events, establish and chair bridge calls, engage resolvers, and coordinate the resolution
• Timeline the events that occur during the entire incident and document them in the ticket
• Review of L1 incident data to ensure the completeness and quality of the information collected
• Clearly and concisely communicate incident details both verbally and written in the form of Incident communications.
• Review of the execution of the incident process to identify opportunities for improvement in the process (missed SLAs, gaps in execution or response)
• Documentation of and revision to existing processes, with the end goal of improving quality of services offered to customers by technology teams
• Additional project and process improvements as needed.

Basic Qualifications:

• Min 1 year of experience in incident management, help desk, production support, or relevant IT fields.
• Bachelor's Degree or 4+ additional years of equivalent experience.

Preferred Qualifications:

• Strong written and verbal communication
• Root-cause analysis
• Documentation of trouble-shooting status and ability to present this to stakeholders
• Professional working experience with Microsoft platforms (MS PowerPoint, Word, Excel, etc)
• Ability to adapt to changing priorities and work well under fast timelines
• Exposure to Visio, or relevant tools to track flow diagrams
• Cross-functional partnership with other IT teams, developers, project managers, software application support
• PMP certification or relevant project management experience
• Familiarity with configuration management database (ServiceNow)

Exempt Status: No

Workplace Type: Office

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.

Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.