IT Support Specialist
2 days ago
The Heritage Group is a fourth-generation family-owned business with a diverse portfolio of companies specializing in heavy construction and materials, environmental services, and specialty chemicals.
With over 5,000 employees and 30 operating companies worldwide, The Heritage Group aims to create a safer, more enriching, and sustainable world by harnessing the power of family.
Job DescriptionThe Heritage Group IT Helpdesk provides computer support to all core business units, including hardware and software issues, connectivity problems, wireless/mobile issues, and printing and functionality questions.
The IT Service Desk Analyst provides remote support via Bomgar Remote Assistance and over the phone, with a focus on customer service, attention to detail, and first call resolution.
Key Responsibilities- Support end users via phone and remote support tools
- Support Microsoft O365 application issues
- Support Microsoft Windows 10 on HP Desktops/Laptops
- Document all work done through ServiceNow Ticketing platform
- Support wireless connectivity for laptops and mobile devices
- Remote support using Bomgar Remote Desktop
- Support remote connectivity via Cisco VPN client software
- Effectively manage time to ensure calls are responded to in a timely manner
- Escalate calls to appropriate next tier support groups when necessary
- Attention to detail in all aspects of handling customer calls
- Participate in rotational after-hours support
- Image computers and prepare them for end user deployment as needed
- 2+ 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
- CompTIA certifications Upon Hire Preferred or Microsoft Certifications Upon Hire Preferred
The Heritage Group is an equal opportunity employer and welcomes applications from all qualified candidates.
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