IT Service Desk Analyst - The Heritage Group

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 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.

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 or
• Microsoft Certifications Upon Hire Preferred