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Business Applications Service Desk Technician - Level I - Atlanta, GA

Atlanta, GA, US, 30338

APG Headquarters

 

Job ID:  151157

 

Oldcastle APG, a CRH company, is a leading supplier of products for North America’s building and landscaping markets. Its products include concrete masonry and hardscapes, packaged cement mixes, packaged lawn and garden products and composite decking products that are sold through a variety of channels.  Oldcastle APG is the innovator behind many of the industry’s well-known brands including Belgard Hardscapes, Echelon masonry products, Sakrete bagged dry-mixes, Anchor Wall Systems, MoistureShield composite decking, among others.  With over 195 operating locations and 6,500 employees, Oldcastle APG operates across 36 states and 5 Canadian provinces.  Oldcastle APG is a U.S. subsidiary of CRH plc., a leading global diversified building materials group.

 

Description

 

The Business Applications Level I Service Desk Technician’s role is to ensure proper business applications operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

 

Responsibilities

 

  • Strategy & Planning
    • Alert management to emerging trends in incidents.
  • Acquisition & Deployment
    • Deploy pre-packaged software using distribution tools and processes as requested by end users.
  • Operational Management
    • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
    • Build rapport and elicit problem details from service desk customers.
    • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
    • Escalate incidents with accurate documentation to suitable technician, when required.
    • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
    • Use remote tools and diagnostic utilities to aid in troubleshooting.
    • Research solutions through internal and external knowledgebase as needed.
    • Identify and learn appropriate software used and supported by the organization.
    • Test fixes to ensure an incident has been adequately resolved.
    • Develop help sheets and FAQ lists for end users.
    • Contribute to technician knowledgebase as needed
    • Reinforce SLAs to manage end-user expectations.
    • Provide suggestions for continual improvement.

 

Position Requirements

 

Formal Education & Certification

 

  • College diploma or university degree in the field of computer science and/or +5 years equivalent work experience

 

Knowledge & Experience

 

  • Knowledge of basic computer hardware
  • Experience with desktop operating systems
  • Extensive application support experience with Infor M3 and Oracle Transportation Management
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Strong documentation skills.

 

Personal Attributes

 

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

 

Work Conditions

 

  • 40-hour work week
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
  • Minimal travel required

 

What CRH Americas Offers You

 

  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion

 

About CRH Americas

 

CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

 

Oldcastle Architectural, a CRH company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH family!

 

CRH Americas is an Affirmative Action and Equal Opportunity Employer.

 

 EOE/Vet/Disability--If you want to know more, please click on this link

Date Posted:  May 30, 2019


Nearest Major Market: Atlanta

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