IT Help Desk Analyst – Tier 1

Job Sector: Computer Help Desk

IT Help Desk Analyst – Tier 1


  • Sector / Category : Computer Help Desk
  • Is Job Remote : Job is Remote
  • Employment Type : FULLTIME
  • Employer Name : The Heritage Group
  • Employer Location : Indianapolis
  • Country : US
  • Minimum Salary : Not declared
  • Maximum Salary : Not declared
  • Salary Currency : US
  • Date Posted : Aug 17th, 2022
  • Listing source : Jobs Are Us

The THG 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. Most 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.Our Tier I team is our talent bench for Tier II as well as other positions within our IT team We are looking for individuals who want to provide best-in-class IT service and develop and grow their IT careers with The Heritage Group. Computer Skills:Windows 10 Operating System troubleshooting and configuration.Microsoft O365 installation, configuration and troubleshooting.Desktop/Notebook hardware installation, configuration and troubleshooting.Computer peripheral and hardware installation, configuration and troubleshooting. Essential Duties and Responsibilities:Supports 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. Requirements:3 years of experience in IT support.Knowledge of ServiceNow a plusKnowledge of Bomgar Remote Support a plusCompTIA certifications or Microsoft Certifications 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.About The Heritage GroupThe Heritage Group is a privately held portfolio of companies focused on creating long-term value by building world-class businesses. Under four generations of family ownership, we employ thousands of people around the world, with operations across North America, Europe, and China, in the core industries of Environmental and Remediation, Specialty Chemicals and Fuel Products, and Construction and Materials. Driven by innovation and research, our in-house R team, Heritage Research Group, specializes in helping our diverse set of companies evolve and adapt to a changing marketplace by providing cutting-edge solutions and exploring new opportunities in its state-of-the-art facility. And while acquisitions, partnerships, internal expansion, and startups may be our cornerstone, we're a family company at heart, aiming to build long-term relationships with our customers, vendors, and partners so that we can turn big challenges into even bigger opportunities to make a difference in the world.The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals

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