REEVES | Technical Support Analyst

Technical Support Analyst

Reeves Construction Company, the Colas USA subsidiary that operates throughout the states North Carolina, South Carolina, Georgia, Florida, Missouri and Arkansas has been a key partner in the infrastructure growth of the Southeast and Midwest since the company's founding in 1923. Reeves is a complete heavy civil highway and site development construction company dedicated to meet the specific needs of the roadway, airport, bridge, and military market. Reeves prides itself for its high company standards of safety, ethics, and performance.

Throughout Colas USA, we provide competitive pay, outstanding benefits, career advancement opportunities, professional education, and extensive training for every employee. We pride ourselves on upholding the highest standards of safety, environmental conservation, and ethical conduct as we strive to grow our infrastructure products and services through empowering and developing our people, fostering innovation, utilizing new technology, and maximizing vertical integration at all levels of the company's value chain.

Job Summary

As a Technical Support Analyst, you will be part of a distributed team of diversely skilled individuals who pride themselves in their breadth of knowledge, troubleshooting skills and positive attitudes. You will be the face of Reeves IT Support in your territory, interacting directly with our internal customers on a daily basis and providing exceptional, on-site customer service for a variety of technical issues.

Main Responsibilities

• Assist our customers in maximizing their use of our information technology

• Provide technical support and administration for our business-critical systems, including:

• Microsoft Windows 11 and various versions of Windows Server
• Local and wide area networks, network switches, printers, mobile devices, and associated operational technology at our manufacturing plants
• ServiceNow IT Service Management, Microsoft Office suite, Teams, OneDrive and standard remote administration tools

• Prioritize incoming requests from throughout the region via tickets, phone, e-mail and in-person

• Travel to our locations within your territory to resolve critical issues on a moment's notice

• Be the on-site relay for all IT services (applications, infrastructure, support): analyze needs, identify problems, coordinate resources, and share solutions

• Lead projects within your territory and provide expertise to the business in whatever capacity required, such as a technology refresh or data analysis

• Assist with support of our business applications (JWS Apex, OnBase, HeavyBid, HeavyJob, etc.) and keep up to date with the latest industry technology

• Work with vendors on projects or to help resolve remote issues

• Analyze trends to improve both the support process and user training

• Empathize and communicate with customers to ensure satisfaction

• Treat everyone with respect and be a model of integrity

Skills and Qualifications

• Ability to patiently and effectively communicate with people of all levels of technical knowledge and backgrounds

• Ability to work autonomously, multitask, be proactive, and quickly solve problems

• Travel within coverage territory varies (normally same day); infrequent travel elsewhere depending on required projects or meetings

• Progressive IT work experience including at least 3 years in a technical support or helpdesk capacity

• Ability to troubleshoot basic software and network issues; perform hardware break/fix duties on computers and printers as needed

• Industry standard certifications (A+, Network+, Security+, Microsoft-related, ITIL, etc.) are a plus

• Associate or higher degree in a technical discipline is a plus

• Ability to lift 50 pounds