Service Desk Analyst

Job Overview Job ID: 523760 Non-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 are more than just a manufacturer of precast concrete, polymer concrete, or plastic products; we are a trusted partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we lead the industry with innovation and a safety-first mindset. Job Summary: If you are an experienced Service Desk Analyst who sees beyond the “ticket,” we are looking for you. We want dedicated IT professionals who will provide tools and support to our customers to improve the customer experience. You will be the first line of contact with internal customers and responsible for all aspects of IT support. Location: This role will work out of our office in the Sandy Springs, GA area. Responsibilities Monitor ServiceNow queue and assigned local IT resources (servers, personal computing hardware, operating systems, applications) for Manufacturing and Distribution shop floor environments. Support imaging and shipping computers to end users and other requested equipment. Respond to inquiries and service requests via ServiceNow, phone, voicemail, email, and in person; manage requests from initial contact to resolution with ownership of tickets. Determine ticket priority and address issues such as system/password lockouts (Okta/AD), new employee first-time login, critical access (O365, VPN, internet/wifi, fileshares), device failure, escalations, and intake form redirects. Provide 1st-level technical support for Windows 11, Office 365, browsers, hardware/software conflicts, and remote support via tools (e.g., Beyond Trust, GlobalProtect VPN). Troubleshoot mobile devices (iPhone, iPad, Android) and wireless RF scanners; assist with connectivity and synchronization. Manage software access and support for applications federated by Okta, AD, and other tools (Autodesk, Bluebeam, Adobe, Smartsheet, Scribe, Grammarly, and others). Provide coaching and mentoring to peers; assist with troubleshooting, processes, and procedures. Maintain ServiceNow queues, create/edit knowledge articles, and collaborate with IT and vendor partners. Meet Service Desk Service Level Agreement (SLA) metrics and prepare for future M&As through onsite/remote support and device deployment. Qualifications Associate degree in Information Technology or equivalent, or 3 years of experience in IT support (Bachelor's degree preferred). 3+ years of experience handling customer technical support calls (preferred). Experience with iOS and Android OS; knowledge of Windows 7/10/11, Office suites, VPN, and networking (proxy settings, routers, switches, modems, Ethernet). Customer-focused with a sense of urgency and commitment to service. Strong analytical and problem-solving skills; ability to make sound decisions aligned with job functions. Proficient in desktop, network, and application configuration, troubleshooting, and installation. Knowledge of ITIL framework (e.g., Incident Management) and ability to gather information, identify needs, and resolve problems. Ability to communicate ideas concisely to business, technical, and user audiences; work effectively with diverse teams. What CRH Offers You Highly competitive base pay Comprehensive medical, dental, and disability benefits Group retirement savings program Health and wellness programs Inclusive culture with opportunities for growth and internal promotion About CRH CRH has a long and proud heritage. We are a collection of hundreds of family businesses 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 career opportunities in 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 without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. AI tools may be used in certain stages of the employment lifecycle; final decisions are made by a person. #J-18808-Ljbffr Oldcastle Infrastructure