IT Service Desk Analyst

The Heritage Group•Indianapolis, IN

6d•Hybrid

About The Position

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 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. This role is hybrid, based at our Indianapolis, IN office location. Qualified candidates must currently reside in the Indianapolis, IN area.

Requirements

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.

Nice To Haves

CompTIA certifications Upon Hire Preferred
Microsoft Certifications Upon Hire Preferred

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
Support 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.
Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company’s core values, competencies, and skills.