Oldcastle Infrastructure
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Job ID: 518456 – Exempt
Overview 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.
Job Summary If you’re an experienced customer support expert that sees beyond the “ticket”, we’re in the market for YOU. We are looking beyond buzz‑words for truly dedicated IT professionals who 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.
Responsibilities
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 PCs 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 ServiceNow queues by actively communicating with customers and peers. Comfortable creating and editing knowledge articles.
Responsible for meeting Service Desk Service Level Agreement and metrics.
Provides support for future M&As through onsite support, remote support and device deployment.
Requirements
Associate degree in Information Technology or equivalent, or 3 years of experience working in a similar IT support role.
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 configuration, troubleshooting and installation knowledge.
Knowledge of ITIL framework of services, e.g., incident management.
Ability to identify customer needs, gather relevant information systematically and resolve problems.
Ability to present ideas in concise, business, technical, and user‑friendly language.
Ability to effectively work alongside and communicate with people with a wide range of skills, experience, cultures and capabilities.
What CRH Offers You
Highly competitive base pay
Comprehensive medical, dental and disability benefits programs
Group retirement savings program
Health and wellness programs
An inclusive culture that values opportunity for growth, development, and internal promotion
About CRH CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small‑company environment while having the career opportunities of a large international organization.
Oldcastle Infrastructure, a CRH Company, is an affirmative action and equal opportunity employer.
EOE/Vet/Disability
CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
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Job ID: 518456 – Exempt
Overview 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.
Job Summary If you’re an experienced customer support expert that sees beyond the “ticket”, we’re in the market for YOU. We are looking beyond buzz‑words for truly dedicated IT professionals who 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.
Responsibilities
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 PCs 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 ServiceNow queues by actively communicating with customers and peers. Comfortable creating and editing knowledge articles.
Responsible for meeting Service Desk Service Level Agreement and metrics.
Provides support for future M&As through onsite support, remote support and device deployment.
Requirements
Associate degree in Information Technology or equivalent, or 3 years of experience working in a similar IT support role.
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 configuration, troubleshooting and installation knowledge.
Knowledge of ITIL framework of services, e.g., incident management.
Ability to identify customer needs, gather relevant information systematically and resolve problems.
Ability to present ideas in concise, business, technical, and user‑friendly language.
Ability to effectively work alongside and communicate with people with a wide range of skills, experience, cultures and capabilities.
What CRH Offers You
Highly competitive base pay
Comprehensive medical, dental and disability benefits programs
Group retirement savings program
Health and wellness programs
An inclusive culture that values opportunity for growth, development, and internal promotion
About CRH CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small‑company environment while having the career opportunities of a large international organization.
Oldcastle Infrastructure, a CRH Company, is an affirmative action and equal opportunity employer.
EOE/Vet/Disability
CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
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