The Heritage Group
  • Information Technology
  • Indianapolis, IN, USA
  • Full Time

Job Description: 

The THG Helpdesk provides computer support to all of the core business units. This includes hardware problems, software issues, connectivity problems, wireless/mobile issues, printing problems, and functionality questions. Most of our support is done remotely via remote control software 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.

Computer Skills:
  • Windows 7 and 10 Operating System troubleshooting and configuration Microsoft Office Office 365 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
  • Images computers and prepares them for the end user deployment
  • Supports Microsoft Office 2010 application issues
  • Supports Microsoft Windows 7 and 8 on HP Desktops / Laptops
  • Documents all work done through Dell KBox Helpdesk application
  • Supports wireless connectivity for laptops and mobile devices
  • 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

Requirements:
  • 2 years of experience in IT support
  • CompTIA certifications or Microsoft Certifications a plus
  • Excellent verbal and written communication skills
  • Proven troubleshooting skills for both computer hardware and software

EOE/M/W/Vet/Disabled

The Heritage Group
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