Service Desk Analyst

Exempt

Oldcastle Infrastructure™, a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We’re more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We’re a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we’re leading the industry with innovation and a safety-first mindset.

If you’re an experienced Customer Support Expert that sees beyond the “ticket”, we’re in the market for YOU. We are looking beyond the buzz words for truly dedicated IT professionals that will seek every opportunity to provide the tools and support to our customers that will enable them to improve THE customer experience.

As a Service Desk Analyst, you will be the first line of contact with our internal customers and responsible for all aspects of IT support. We need an individual who is passionate about assisting our employees and driven to resolve issues that will encourage them to contact us. Someone who can apply the same care and urgency we use in making our products toward helping people get the most from them.

For each location and every employee, you will monitor the Service Now request and incident queue and maintain the assigned local IT resources such as server, personal computing hardware, operating system, application software, and all specialized hardware for use in the Manufacturing and Distribution shop floor environments. The technician will also support imaging and shipping computers to end users and other requested equipment.

Our technicians interact with employees of all abilities and levels and will be responsible for communicating with the appropriate IT staff any issues deemed appropriate for escalation. Working safely is part of our culture and is a condition of employment.

• This role will work out of our office in the Sandy Springs, GA area.

• Effectively handles individual problems and service requests from call-in through resolution, practicing total contact ownership.
• Responds to inquiries and service requests for assistance with the organization’s computer system or PC's via Phone, Email queues, and in person.
• Identifies problems, troubleshoots and provides 1st and 2nd level technical support for customers for the following:
  Windows 7, 8, 8.1 and 10, Office 2007 through 2016, Office 365, IE9 and above, Edge, Chrome, Hardware/Software conflicts, remote support via remote control tools, VPN connectivity and/or administration, Network connectivity.
• Troubleshooting mobile devices such as iPhone, iPad, Android Handheld connectivity and synchronization, and wireless RF Scanners among other devices
• Handles advanced software support for applications assigned such as OKTA, Aptaxa (AX), Netsuite, Box, SharePoint, and others as trained and assigned
• Provides coaching and mentoring to peers, assisting with troubleshooting, processes and procedures.
• Maintains Service Now queues by actively communicating with customers and peers. Comfortable creating and editing knowledge articles.
• Responsible for meeting Service Desk Service Level Agreement and metrics.
• Provide support for future M&A through onsite support, remote support and device deployment.

• Associate degree in Information Technology or equivalent, or 3 years of experience working in a similar IT support role a plus
• Bachelor’s degree is preferred
• 3+ years of experience handling customer technical support calls preferred
• Experience with iOS and Android OS required
• Knowledge of Windows 7/10/11, Office 2010/2013/2016 Suite, Mobile devices, VPN, and Networking - Proxy Settings, Routers, Switches, Internet Modems, Ethernet
• Customer-focused and acts with a shared sense of urgency and priority for customer.
• Demonstrated commitment toward customer service.
• Demonstrates strong analytical and problem-solving skills.
• Ability to make sound decisions in a manner consistent with the essential job functions.
• Demonstrates strong desktop, network and application…