IT Desktop Support Specialist

The Heritage Group•Indianapolis, IN

2d•Hybrid

About The Position

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 Desktop Support Specialist position provides enterprise-level assistance to our end users on-site and remotely. This role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role is a main point of contact for IT queries and an escalation point for incident management. This role is hybrid, based in Indianapolis, IN. Qualified candidates must currently reside in the Indianapolis, IN area.

Requirements

High School or Equivalent
3+ years technical support/service desk role, preferably in a professional environment.
Windows 11 Operating System troubleshooting and configuration
M365 experience to include installation, configuration, and troubleshooting of associated applications
Desktop hardware installation, configuration, and troubleshooting
Understanding of Microsoft Active Directory and Microsoft Exchange environments
Ability to hold themselves and others accountable to high standards
Experience identifying and resolving issues independently.
Demonstrates a solid sense of accountability and sound personal judgement.
Ability to work in a self-sufficient and independent manner
Courage to take initiative in unfamiliar or ambiguous circumstances.
Excellent verbal and written communication
Demonstrated creative thinking, analytical and problem-solving skills
Maintains a high level of confidentiality
Strong customer service orientation
Ability to accurately capture details from users and escalate to other IT support groups.
A valid driver’s license required.

Nice To Haves

IT Information Library Foundations Certification (ITIL) - Zavata Preferred
CompTIA A+ Certification - Computing Technology Industry Association (CompTIA) (CompTIA) Preferred

Responsibilities

Accurately and efficiently diagnose and resolve problems related to the use of The Heritage Group technology resources and applications. This includes issues related to the use of desktops/laptops, software, peripheral devices, connectivity, VPN and other concerns.
Ability to work in a business unit location and be the main point of contact for users in that location. Locations rotate throughout Indianapolis based on need.
Provide excellent customer service for each call, using verbiage that is appropriate and easily understood by non-technical clients.
Ability to identify and resolve issues with end-user hardware, both corporate provided and user owned.
Appropriate use of tools to log, track, escalate, research, resolve and close calls and incidents.
Provide support for all IT related projects and implementations.
Flexibility to work non-standard business hours (e.g. not 8AM-5PM) to provide support to end users. To include an on-call rotation for nights and weekends.
Organized and able to manage multiple work streams simultaneously.
Ability to communicate effectively with end users and other IT support personnel.
Imaging of desktops and laptops to prepare for end user deployment.
Maintain and develop system documentation, policies, procedures, forms, instructions, etc., as assigned.
Provisioning and managing user access utilizing AD manager plus and Active Directory
Willingness to identify and work with Network, Server, and Applications teams to assume responsibility of repeatable operational IT tasks.
Other duties as assigned
Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company’s core values, competencies, and skills.