What are the responsibilities and job description for the IT Service Desk Analyst position at The Heritage Group?
Job Summary:
The THG Service Desk provides computer support to all the core business units. This includes hardware and software issues, connectivity problems, wireless/mobile issues, printing and functionality questions. Most 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 for the IT Analyst with escalation to our Desktop Support Specialist team, as necessary. Exemplary customer service skills are a requirement for this role, as providing excellent service to our users is an essential duty.
This is a hybrid position onsite/remote position that will require flexibility based on the needs of ITSS.
Computer Skills:
- Windows 10/11 Operating System troubleshooting and configuration.
- Microsoft O365 installation, configuration and troubleshooting.
- Desktop/Notebook hardware installation, configuration and troubleshooting.
- Computer peripheral and hardware installation, configuration and troubleshooting.
Essential Duties and Responsibilities:
- Supports end users via phone and remote support tools.
- Supports Microsoft O365 application issues.
- Supports Microsoft Windows 10/11 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.
- Provides exceptional customer service to all users, ensuring their needs are met in a timely and efficient manner.
Requirements:
- Strong customer service skills, with a proven track record of meeting or exceeding customer expectations.
- 2 years of experience in IT support.
- At least 2 years of experience in a customer service role.
- Knowledge of ServiceNow a plus
- Knowledge of Bomgar Remote Support a plus
- CompTIA certifications or Microsoft Certifications 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.
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 Environmental Services, 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.
The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals.
The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals
