IT Service Desk Analyst

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The Heritage Group is a fourth-generation, family-owned business focused on construction and materials, environmental services and specialty chemicals. Over the last 90+ years, the Heritage portfolio has grown to include more than 50 companies that employ more than 6,000 people. What unites this diverse group of businesses and individuals is our commitment to create a safer, more enriching, and sustainable world by harnessing the power of family.

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 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.

Responsibilities

• Supports end users via phone and remote support tools.
• Supports Microsoft O365 application issues.
• Supports Microsoft Windows 10 on HP Desktops / Laptops.
• Documents all work done through ServiceNow Ticketing platform.
• Supports wireless connectivity for laptops and mobile devices.
• Remote support using Bomgar Remote Desktop.
• Supports remote connectivity via Cisco VPN client software.
• Effectively manages time to ensure calls are responded to in a timely manner.
• Escalates calls to appropriate next tier support groups when necessary.
• Maintains attention to detail in all aspects of handling customer calls.
• Participates in rotational after-hours support.
• Images computers and prepares them for end-user deployment as needed.
• Performs additional duties and responsibilities as assigned, in alignment with the Company's core values, competencies, and skills.

Experience Qualifications

Skills and Abilities

Licenses and Certifications

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.

Location : Indianapolis, IN. Salary : $60,000.00-$65,000.00.

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