> Markdown version of [/jobs/ext/4268114-help-desk-support](https://www.wearedevelopers.com/jobs/ext/4268114-help-desk-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Support - **Company:** Heritage - **Location:** Crestwood, IL, United States - **Contract:** Permanent contract - **Skills:** Active Directory, Computer Literacy, Windows Servers, Office Suite, Syslog, Computer Network Operations, Sonicwall, Firewalls (Computer Science) - **Published:** October 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5bbd9f0278080985 ## About the Role 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., + 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, * 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 ## Description * 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