IT Support Technician

IT Technical Support

Build your career at US Aggregates! 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, including desktops/laptops, software, peripheral devices, connectivity, VPN and other concerns.
• 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.
• Identify and resolve issues with end-user hardware, both company provided and user owned.
• Use tools to log, track, elevate, research, resolve and close calls and incidents.
• Support 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.
• Communicate effectively with end users and other IT support personnel.
• Maintain and develop system documentation, policies, procedures, forms, and instructions.
• Provision and manage user access using 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.

Associate’s Degree in Information Technology preferred.

• 3+ years experience in a technical support/service desk role, preferably in a construction or manufacturing environment.
• Experience identifying and resolving issues independently.
• Microsoft 365 experience including installation, configuration, and troubleshooting of associated applications.

• Work in a self-sufficient and independent manner.
• Courage to take initiative in unfamiliar or ambiguous circumstances.
• Excellent verbal and written communication.
• Creative thinking, analytical and problem-solving skills.
• Maintain a high level of confidentiality.
• Strong customer service orientation.
• Accurately capture details from users and accelerate to other IT support groups.
• Windows OS troubleshooting and configuration.
• Desktop hardware installation, configuration, and troubleshooting.
• Understanding of Microsoft Active Directory and Microsoft Exchange environments.
• Must be able to travel up to 50% (day travel).

Valid driver’s license required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.