Service Desk Technician

Overview

Job Title: Service Desk Technician Level 1
Onsite: Irving, TX (5 days a week onsite, no remote)
Length: 12 months + contract
Pay Rate: $25 - $28 hourly
Work Authorization: Authorized to work in the United States without the need of sponsorship (Either now or in the future)

• The Service Desk Technician supports my clients digital workforce by delivering technical support across North American operations.
• This role is responsible for resolving complex incidents and service requests, supporting critical business applications, and ensuring a high-quality IT experience for employees in offices, plants, terminals, and field environments. The technician works within my clients global IT framework to help enable operational excellence, safety, and business continuity.

• Diagnose and resolve technical issues involving:
  • Windows 10/11 and enterprise software
  • Microsoft 365 (Outlook, Teams, SharePoint, One Drive, etc.)
  • Network connectivity (LAN/WAN/VPN/Wi-Fi)
  • Hardware: laptops, desktops, mobile devices, printers, peripherals
  • Active Directory, Azure AD, MFA, identity and access management
• Support my clients line-of-business applications used across cement, aggregates, ready-mix, and logistics operations.
• Provide remote and on-site support to users at corporate offices, local business units, and plant facilities.

• Manage and resolve incidents, requests, and problems within Service Now, the global ITSM platform.
• Maintain accurate, detailed ticket documentation following IT service management standards.
• Escalate unresolved issues to Level 3 or specialized global IT teams as needed.
• Meet established SLAs, KPIs, and compliance standards across IT services.

• Perform user provisioning, access changes, and offboarding in alignment with global identity governance practices.
• Assist with imaging, deploying, and configuring end-user devices.
• Apply updates, patches, and perform routine system and workstation maintenance.
• Support configuration and management of Intune, SCCM, and other enterprise device management tools.

• Partner with infrastructure, network, cybersecurity, and global IT service teams to resolve multi-disciplinary technical issues.
• Communicate clearly with both technical and non-technical users across a diverse organization.
• Provide knowledge sharing and mentorship to peers to strengthen the overall support team.

• Create and maintain knowledge base articles, SOPs, and troubleshooting documentation.
• Identify recurring issues and recommend process or system improvements to enhance service quality.
• Actively contribute to Heidelberg Materials  continuous improvement culture by supporting standardization and efficiency initiatives.

• 2–4 years of IT support or service desk experience in an enterprise environment.
• Strong proficiency with Windows 10/11, Microsoft 365, and Active Directory.
• Experience using Service Now or a similar ITSM platform.
• Understanding of core networking concepts: TCP/IP, DNS, DHCP, VPN.
• Proven ability to troubleshoot and resolve advanced hardware and software issues.
• Excellent communication, customer service, and problem-solving skills.
• Ability to support users in both office and industrial-plant environments.

• Experience with Azure AD, Intune, SCCM, and related Microsoft cloud technologies.
• Familiarity with ITIL frameworks and service management best practices.
• Industry-relevant certifications such as:
  • CompTIA A+, Network+, Security+
  • Microsoft MD-102 or related
  • ITIL Foundation

• Strong analytical and troubleshooting skills
• Customer-focused mindset with commitment to service excellence
• High attention to detail and documentation quality
• Ability to work independently and as part of a distributed support team
• Effective prioritization in a fast-paced, operationally driven environment
• Commitment to safety and adherence to Heidelberg Materials' values

• Standard office environment with periodic on-site support at plant locations
• Will require participation in an on-call rotation

• Comprehensive medical benefits
• Competitive pay, 401(k)
• Retirement plan
• and much more!

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients  business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities.

Learn more about us at

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex,…