The Heritage Group
IT Service Desk Analyst
The Heritage Group, Indianapolis, Indiana, us, 46262
About The Heritage GroupFounded in 1930, The Heritage Group (THG) is a fourth-generation family-owned business managing a diverse portfolio of companies specializing in heavy construction and materials, environmental services, and specialty chemicals. Companies within the THG portfolio include Heritage Construction + Materials, and Monument Chemical. With more than 5,000 employees and 30 operating companies worldwide, THG aims to create a safer, more enriching, and sustainable world by harnessing the power of family.
Job Description
The Heritage Group IT Helpdesk provides computer support to all the core business units. This includes hardware and software issues, connectivity problems, wireless/mobile issues, printing and functionality questions. The IT Service Desk Analyst support is provided remotely via our Bomgar Remote Assistance and over the phone. Customer service, attention to detail, and first call resolution are top priorities at Tier I with escalation to Tier II as necessary.
Essential FunctionsSupports end users via phone and remote support tools.Supports Microsoft O365 application issues.Supports Microsoft Windows 10 on HP Desktops / LaptopsDocuments all work done through ServiceNow Ticketing platformSupports wireless connectivity for laptops and mobile devices.Remote support using Bomgar Remote DesktopSupport remote connectivity via Cisco VPN client software.Effectively manages time to make sure calls are responded to in timely manner.Escalates calls to appropriate next tier support groups when necessary.Attention to detail in all aspects of handling customer calls.Participates in rotational after-hours support.Image computers and prepares them for the end user deployment as needed.Experience Qualifications
Required 2+ years of experience in IT supportSkills and Abilities
Knowledge of ServiceNow a plusKnowledge of Bomgar Remote Support a plusExcellent verbal and written communication skills.Proven troubleshooting skills for both computer hardware and software.Ability to work in a self-sufficient and independent manner.Ability to handle multiple assignments including daily tasks and projects.Licenses and Certifications
CompTIA certifications Upon Hire Preferred orMicrosoft Certifications Upon Hire Preferred
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
#TheHeritageGroup
Job Description
The Heritage Group IT Helpdesk provides computer support to all the core business units. This includes hardware and software issues, connectivity problems, wireless/mobile issues, printing and functionality questions. The IT Service Desk Analyst support is provided remotely via our Bomgar Remote Assistance and over the phone. Customer service, attention to detail, and first call resolution are top priorities at Tier I with escalation to Tier II as necessary.
Essential FunctionsSupports end users via phone and remote support tools.Supports Microsoft O365 application issues.Supports Microsoft Windows 10 on HP Desktops / LaptopsDocuments all work done through ServiceNow Ticketing platformSupports wireless connectivity for laptops and mobile devices.Remote support using Bomgar Remote DesktopSupport remote connectivity via Cisco VPN client software.Effectively manages time to make sure calls are responded to in timely manner.Escalates calls to appropriate next tier support groups when necessary.Attention to detail in all aspects of handling customer calls.Participates in rotational after-hours support.Image computers and prepares them for the end user deployment as needed.Experience Qualifications
Required 2+ years of experience in IT supportSkills and Abilities
Knowledge of ServiceNow a plusKnowledge of Bomgar Remote Support a plusExcellent verbal and written communication skills.Proven troubleshooting skills for both computer hardware and software.Ability to work in a self-sufficient and independent manner.Ability to handle multiple assignments including daily tasks and projects.Licenses and Certifications
CompTIA certifications Upon Hire Preferred orMicrosoft Certifications Upon Hire Preferred
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
#TheHeritageGroup