IT Support Analyst, Tier II

Job Summary:

The IT Support Analyst Tier II 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 Job Functions:

• 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 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 for repeatable operational IT tasks.
• Other duties as assigned

Relevant Skills

• Ability to hold themselves and others accountable to high standards
• Experience identifying and resolving issues independently. 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.

Requirements:

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

The Heritage Group is proud to be a Certified employer of choice through EmployIndy's Good Wages Initiative (GWI). As a Certified GWI Employer, we pay all full-time employees at least $18/hr and offer employer-sponsored health insurance.

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 build 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.

EOE/Veteran/Disability

Current Openings for IT Support Analyst, Tier II Jobs at The Heritage Group