Help Desk Support

About Heritage Technology Solutions:

Heritage Technology Solutions is a privately held business for the past 30 years with the passion & drive for client success. Just as HP wants to make the PC personal again, Heritage Technology wants to provide a personal service to our clients. If you are tired of the threat of downsizing, the red tape and the hierarchy from a corporate environment, we offer an alternative. Heritage Technology is a Managed Service Provider (MSP) offering our clients expertise in a wide range of services. Our highly trained employees deploy this expertise in the following areas: Helpdesk, Network Operations Control, Project Management and Vendor Management. We have relationships with the top industry manufacturers, vendors, and distributors, giving you all the tools, products, services, and training options to get the job done! Heritage is searching for energetic, professional individuals with certified technical and professional backgrounds, who possess superior customer service and support skills. Join the Heritage Technology Solutions team today!

Help Desk Support Representative Summary:

With over 500 client employees in the HTS Managed Service offering, Heritage is looking for an individual to assist the Help Desk manager. The goal of this opportunity is to improve customer satisfaction by resolving simple tasks in real-time and properly triaging advanced support calls to the proper level of support. This position will be out of our main office in Crestwood, IL and the candidate will be provided a desktop computer with dual monitors and a headset. Everyone here wears many hats and will be exposed to a variety of challenges.

Responsibilities:

• Answer phones / emails to gather descriptive details relating to customer’s problem/request
• Clarify data from support tickets entered directly into our system by the client
• Utilize Remote Monitoring / Management and ticketing software
• Resolve basic problems and / or triage tickets to the proper level of support
• Provide a professional and helpful image to our clientele
• Develop a Time Management conscience that allows the least downtime for a client
• Work with the team to maximize internal profits
• Keep management informed of customer satisfaction or relationship concerns
• Look for and develop methods that drive efficiently in our internal process
• Document all appropriate activities billing purposes
• Effectively interact with team members to share knowledge & ideas or seek assistance
• Demonstrate an attitude that is motivated towards the company goals
• Set high standards of excellence for yourself
• Possess work habits and produce results such that only moderate supervision is required

Fundamental Requirements for a Help Desk Support Representative:

• Uses customer-orientated telephone / email etiquette
  • Greets callers, establishes rapport, use professional tone
  • Excellent verbal and written communication skills
  • Positive communication habits (listening, respectful, understanding)
  • Patience to extract information from non-technical people
  • Ensures the customer receives a superior service
• Eagerness to help others who may not function without assistance
• Possess quick, out of the box critical thinking skills
• Working knowledge of computers, phones, software in a business environment
• Ability to multitask and switch gears quickly
• Problem solver; sorts though complex issues and conducts analysis of multiple solutions
• Is able to see patterns /trends between different customer requests
• Resourcefulness: use internal Knowledge Base and Google Searching
• Adhere to in place Client Service Level Agreements
• Work efficiently without sacrificing work quality

Technical Requirements for a Help Desk Support Representative:

• Associates Degree with the CompTIA A+ Certification or Bachelors with career experience
• Able to provide problem diagnostics and resolutions for a variety of technical environments
• Grasps technical concepts quickly
• Understand the process needed to troubleshoot technical issues in hardware/software
• Workstation administration/maintenance
• Working knowledge of Windows 7 / 8/ 10, Server 2008 / 2012, Active Directory, Office Suite
• Ability to learn or have prior experience with but not limited to:
  • Securence Hosted Exchange
  • Sonicwall Firewalls and Syslog
  • Connectwise Software
  • Labtech Remote Monitoring & Management Software
  • AllWorx IP Phones
• Able to communicate and work with vendor tech support
• Working knowledge of how to detect / remove malware infections
• Understand the benefits of disk imaging
• Understand the difference / detect phishing, scams. malicious intent
• Understand terms, acronyms and aberrations within the IT Industry
• Understand how a technology malfunction could impact the client’s core business function
• Understand your limits and escalate before time is wasted

Physical Requirements for a Help Desk Support Representative:

• Standard office setting
  • Sitting, standing, walking, typing, speaking
  • Crouching, bending, kneeling, reaching, stretching
  • Lifting / carrying up to 50 pounds
• Punctual attendance / reliability
• Could entail driving to work at client offices within Chicagoland or NW Indiana area
• After hours or weekend work may be requested depending on circumstances

We would like to thank you for your interest in applying to Heritage Technology Solutions.

Please note that we will review your application and only those candidates selected for further consideration will be contacted directly. However, we will retain your application on file and would be pleased to contact you if further opportunities arise.

The job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.

*Candidates must be available to work after hours and on weekends in an “on call emergency basis”

Complete an application now!