IT Executive Support Technician - Atlanta, GA

Job ID:  502334

Exempt

Oldcastle Infrastructure™, a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We’re more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We’re a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we’re leading the industry with innovation and a safety-first mindset.

Oldcastle Infrastructure - Built For Life from Oldcastle Infrastructure on Vimeo.

Job Summary

As the IT Executive Support Technician, you will be the first line of contact with our C-Level suite and responsible for all aspects of IT and A/V support at the Oldcastle Atlanta HQ. We need an individual who is passionate about assisting our employees and driven to resolve issues. Someone who understands the work styles of C-Level Executives and can apply the same care and urgency we use in making our products toward helping people get the most from them.

You will work with the C-Level Executive Assistants and monitor the ServiceNow request and incident queue in support of the Atlanta HQ teams. In addition, you will be responsible for the Implementation and maintenance of all A/V equipment in the office as well as providing training to our employees on the proper operations of those systems.

As the A/V main point of contact, you will assist all service desk technician in implementing and maintaining all company A/V systems across all locations.

The position is on-site at our Atlanta offices, 5 days a week from 8 to 5 and will require travel to senior leadership meetings and conferences to continuously support our C-Level executives.

Job Responsibilities 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Effectively handles individual problems and service requests from call-in through resolution, practicing total contact ownership.

• Identifies problems, troubleshoot, and provides 1st and 2nd level technical support for customers at the HQ focusing on C-Level Executives for the following: Windows 10 and 11, Office 2016-2019, Office 365, IE9 and above, Edge, Chrome, Hardware/Software conflicts, remote support via remote control tools, VPN connectivity and/or administration, Network connectivity.

• Troubleshooting mobile devices such as iPhone, iPad, Android Handheld connectivity and synchronization

• Handles advanced software support for applications assigned such as OKTA, Aptaxa (AX), Netsuite, Box, Sharepoint, , and others as trained and assigned

• Act as the service desk subject matter expert for all things A/V including meeting room technology, projectors, TVs, cameras, speakers and microphones.

• Provides coaching and mentoring to peers, assisting with troubleshooting, processes and procedures.

• Maintains ServiceNow queues by actively communicating with customers and peers. Comfortable creating and editing knowledge articles.

• Responsible for meeting Service Desk Service Level Agreement and metrics.

• Other duties as assigned.

Job Requirements

• B.A/B.Sc in Information Technology or related field, and 2-3 years of experience working in a similar IT support role

• Bachelor’s degree is preferred

• 3+ years of experience working in a customer service capacity providing in-person technical assistance

• 3+ years of experience supporting A/V systems and related equipment

• Experience with iOS and Android OS required

• Knowledge of Windows 7 and 10, Office 2010/2013/2016 Suite, Mobile devices, VPN, and Networking - Proxy Settings, Routers, Switches, Internet Modems, Ethernet

• Customer-focused and acts with a shared sense of urgency and priority for customer.

• Demonstrated commitment toward customer service.

• Demonstrates strong analytical and problem-solving skills.

• Knowledge of C-Level Executive work style and needs

• Ability to make sound decisions in a manner consistent with the essential job functions.

• Demonstrates strong desktop, network and application configuration, troubleshooting and installation knowledge.

• Knowledge of ITIL framework of services, e.g. Incident Management.

• Ability to present ideas in concise, business, technical, and user-friendly language.

• Ability to effectively work alongside and communicate with people with a wide range of skills, experience, cultures and capabilities.

What CRH Offers You

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

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

Oldcastle Infrastructure, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

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