Job description

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.

Are you an IT ServiceDesk professional looking for your next opportunity? As The Heritage Group continues to grow, we routinely have new openings on the ServiceDesk team. Apply now to join our talent community!

Why Join Our Talent Community?

Stay Connected: Be amongst the first to know about new job openings.
Networking: Connect with our team and other IT professionals.
Career Growth: Explore potential career paths within The Heritage Group and it’s companies.

What We Look For

Excellent verbal and written communication skills with a customer focus
Strong problem-solving skills and technical knowledge within M365 applications and remote support
At least 2+ years of work experience in a ServiceDesk or similar environment

About Our ServiceDesk

The Heritage Group IT ServiceDesk provides enterprise-level assistance to our end users on-site and remotely. Our Analyst and Specialist roles are the main point of contact for IT queries, and functions of this team include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. Our ServiceDesk team provides top-notch customer service, and we have a strong focus on appropriately communicating and following-up with impacted users.

Location:

These roles are hybrid, based in Indianapolis, IN. Qualified applicants must currently reside in the Indianapolis, IN area.**

Below outlines the IT ServiceDesk Analyst role's responsibilities and specific qualifications:

IT ServiceDesk Analyst

Essential Functions

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.

Education Qualifications

Required High School or Equivalent

Experience Qualifications

Required 2+ years of experience in IT support

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

Licenses and Certifications

CompTIA certifications upon hire preferred
Microsoft Certifications upon hire preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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