About The Heritage Group
Founded in 1930, The Heritage Group (THG) is a fourth-generation family-owned business managing a diverse portfolio of companies specializing in heavy construction and materials, environmental services, and specialty chemicals. Companies within the THG portfolio include Heritage Construction + Materials, and Monument Chemical. With more than 5,000 employees and 30 operating companies worldwide, THG aims to create a safer, more enriching, and sustainable world by harnessing the power of family.

Job Description

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.

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 Service Now 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.

Experience Qualifications

• Required 2+ years of experience in IT support

Skills and Abilities

• Knowledge of Service Now 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

• Comp TIA certifications Upon Hire Preferred or
• 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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