Desktop Support Specialist

Primary Purpose: The Desktop Support Specialist position provides enterprise-level assistance to our end users on-site and remotely. This role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role is a main point of contact for IT queries and an escalation point for incident management.

Essential Functions and Requirements:

• Ensures Health & Safety is the number one goal by following policies, processes, and acting in a safe manner at all times.
• Accurately and efficiently diagnose and resolve problems related to the use of The Heritage Group technology resources and applications. This includes issues related to the use of desktops/laptops, software, peripheral devices, connectivity, VPN and other concerns.
• Ability to work in a business unit location and be the main point of contact for users in that location. Locations rotate throughout Indianapolis based on need.
• Provide excellent customer service for each call, using verbiage that is appropriate and easily understood by non-technical clients.
• Ability to identify and resolve issues with end-user hardware, both corporate provided and user owned.
• Appropriate use of tools to log, track, escalate, research, resolve and close calls and incidents.
• Provide support for all IT related projects and implementations.
• Flexibility to work non-standard business hours (e.g. not 8AM-5PM) to provide support to end users. To include an on-call rotation for nights and weekends.
• Organized and able to manage multiple work streams simultaneously.
• Ability to communicate effectively with end users and other IT support personnel.
• Imaging of desktops and laptops to prepare for end user deployment.
• Maintain and develop system documentation, policies, procedures, forms, instructions, etc., as assigned.
• Provisioning and managing user access utilizing AD manager plus and Active Directory
• Willingness to identify and work with Network, Server, and Applications teams to assume responsibility of repeatable operational IT tasks.
• Other duties as assigned.

Heritage believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the company to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Education: High school diploma or its equivalent required.

Experience: 3 years' experience in a technical support/service desk role, preferably in a professional environment required. Windows 10 Operating System troubleshooting and configuration experience required. M365 experience to include installation, configuration, and troubleshooting of associated applications experience required. Desktop hardware installation, configuration, and troubleshooting experience required. Understanding of Microsoft Active Directory and Microsoft Exchange environments experience required. Experience identifying and resolving issues independently. ITIL, CompTIA or Microsoft Certifications a plus.

Knowledge and Abilities: Ability to hold themselves and others accountable to high standards. Demonstrates a solid sense of accountability and sound personal judgement. Ability to work in a self-sufficient and independent manner. Courage to take initiative in unfamiliar or ambiguous circumstances. Excellent verbal and written communication. Demonstrated creative thinking, analytical and problem-solving skills. Maintains a high level of confidentiality. Strong customer service orientation. Ability to accurately capture details from users and escalate to other IT support groups. Regular and predictable attendance is an essential function of this job.

A post offer drug screen will be required.

EEO including disability/veteran

Current Openings for Desktop Support Specialist Jobs at Heritage Environmental Services