IT Service Desk Analyst

About The Heritage Group

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.

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.
• 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.

Qualifications

• 1+ years of experience in IT support.
• Knowledge of ServiceNow (a plus).
• Knowledge of Bomgar Remote Support (a plus).
• Excellent 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.

Skills And Abilities

• Knowledge of ServiceNow (a plus).
• Knowledge of Bomgar Remote Support (a plus).
• Excellent 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.

Experience

• 1+ years of experience in IT support.

Preferred or Microsoft Certifications

• Preferred upon hire.

Licenses and Certifications

• CompTIA certifications.

Benefits

Upon Hire: Preferred or Microsoft Certifications.

Pay

TBD

Schedule

N/A