Business IT Support Analyst - L1 - Remote

Career Opportunities:
Business IT Support Analyst - L1 - Remote (529157)

Requisition
529157
-Posted
09/22/2026

- Architectural Products Group

- APG Headquarters

- Full Time

- Information Technology

- United States

- Utah

CRH Americas Building Products is reinventing what's possible in building solutions. We are the leading provider of innovative outdoor living products and utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, retailers and homeowners alike as the manufacturer of precast concrete, polymer concrete, and plastic infrastructure products.

Our portfolio of brands includes Oldcastle APG, Oldcastle Infrastructure, Belgard® hardscape, Echelon® Masonry, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, and Techniseal® sands and sealant technologies.

The Business IT Support Analyst is a Level 1 support role responsible for providing first-line support for Infor M3 Cloud and related business applications across the organization. This position serves as the primary point of contact for users, handling incoming requests, resolving routine issues, fulfilling service requests, and ensuring an exceptional customer experience.

The analyst works closely with business users, IT teams, and Level 2 support staff to troubleshoot issues, process requests, and maintain accurate documentation while developing knowledge of business processes and enterprise applications.

This is a remote role based out of our headquarters in Atlanta, GA.

• Provide first-line support for Infor M3 Cloud and related business applications through phone, email, and ticketing systems
• Respond to and resolve routine user issues and service requests in accordance with established service level agreements (SLAs)
• Perform user access provisioning, maintenance, and deprovisioning activities
• Support business processes related to customer, vendor, item, printer, and user maintenance
• Gather information and perform initial troubleshooting to identify the root cause of issues
• Escalate complex or unresolved issues to Level 2 support or other IT teams when appropriate
• Accurately document incidents, service requests, resolutions, and troubleshooting activities
• Monitor ticket queues and ensure timely updates and communication with customers
• Create and maintain knowledge articles, job aids, and procedural documentation
• Assist with user training and provide guidance on standard system processes
• Test and validate solutions provided by higher support tiers when assigned
• Participate in continuous improvement efforts to enhance service delivery and customer satisfaction
• Maintain a customer-focused approach while managing multiple priorities in a fast-paced environment

• Associate's or bachelor's degree in computer science, information systems, business, or a related field, or equivalent work experience
• Experience in customer service, technical support, help desk, or business application support preferred
• Exposure to ERP systems such as Infor M3, or similar business systems is preferred
• Service Now ITSM or similar ticket management experience is preferred
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Ability to work independently and as part of a collaborative team
• Commitment to delivering exceptional customer service

• Base salary range of $55,000 - $70,000 per year
• 401(k) plan / group retirement savings program
• Short-term and long-term disability benefits
• Life insurance
• Health,…