IT Support Technician
Role details
Job location
Tech stack
Job description
The IT Technical Support at US Aggregates will provide assistance across the business to our end users both on-site and remote. This role will provide support and incident management for a variety of IT related concerns across multiple locations and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, connectivity problems, wireless/mobile issues, phone support, access requests, printer issues, and functionality questions. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role is a main point of contact for IT queries and an escalation point for incident management., * Accurately and efficiently diagnose and resolve problems related to the use of technology resources and applications. This includes issues related to the use of desktops/laptops, software, peripheral devices, connectivity, VPN and other concerns
- Ability to work in a business unit location and be the main point of contact for users across several locations
- Provide excellent customer service for each call, using verbiage that is appropriate and easily understood by non-technical clients
- Ability to identify and resolve issues with end-user hardware, both company provided and user owned
- Appropriate use of tools to log, track, escalate, research, resolve and close calls and incidents
- Provide support for all IT related projects and implementations
- Flexibility to work non-standard business hours (e.g. not 8AM-5PM) to provide support to end users
- Organized and able to manage multiple work streams simultaneously
- Ability to communicate effectively with end users and other IT support personnel
- Maintain and develop system documentation, policies, procedures, forms, instructions, etc.
- Provisioning and managing user access utilizing AD manager plus and Active Directory
- Willingness to identify and work with Network, Server, and Applications teams to assume responsibility of repeatable operational IT tasks
- Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company's core values, competencies, and skills.
Requirements
Do you have a valid Driver's License license?, Do you have experience in Productivity software support?, Do you have a Associate's degree?, * Associate's Degree Information Technology preferred, * Required Experience identifying and resolving issues independently
- Required 3+ years experience in a technical support/service desk role, preferably in a construction or manufacturing environment
- Required M365 experience to include installation, configuration, and troubleshooting of associated applications
Skills and Abilities
- Ability to work in a self-sufficient and independent manner
- Courage to take initiative in unfamiliar or ambiguous circumstances
- Excellent verbal and written communication
- Demonstrated creative thinking, analytical and problem-solving skills
- Maintains a high level of confidentiality
- Strong customer service orientation
- Ability to accurately capture details from users and escalate to other IT support groups
- Windows Operating Systems troubleshooting and configuration
- Desktop hardware installation, configuration, and troubleshooting
- Understanding of Microsoft Active Directory and Microsoft Exchange environments
- Ability to travel up to 50% (day travel)
Licenses and Certifications
- Valid driver's license required