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Service Desk Analyst - Remote (West Coast)

Portland, OR, US, 97035

Oldcastle Infrastructure
IPG - Atlanta HQ



Job ID:  474041



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.


If you’re an experienced Customer Support Expert that sees beyond the “ticket”, we’re in the market for YOU. We are looking beyond the buzz words for truly dedicated IT professionals that will seek every opportunity to provide the tools and support to our customers that will enable them to improve the customer experience.


As a Service Desk Analyst, you will be the first line of contact with our internal customers and responsible for all aspects of IT support. We need an individual who is passionate about assisting our employees and driven to resolve issues that will encourage them to contact us. Someone who can apply the same care and urgency we use in making our products toward helping people get the most from them.


For each location and every employee, you will monitor the ServiceNow request and incident queue and maintain the assigned local IT resources such as server, personal computing hardware, operating system, application software, and all specialized hardware for use in the Manufacturing and Distribution shop floor environments. The technician will also support imaging and shipping computers to end users and other requested equipment.


Our technicians interact with employees of all abilities and levels and will be responsible for communicating with the appropriate IT staff any issues deemed appropriate for escalation. Working safely is part of our culture and is a condition of employment.


Key Responsibilities (Essential Duties and Functions)


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.

  • Responds to inquiries and service requests for assistance with the organization’s computer system or PC's via Phone, Email queues, and in person.

  • Identifies problems, troubleshoots and provides 1st and 2nd level technical support for customers for the following: Windows 7, 8, 8.1 and 10, Office 2007 through 2016, 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, and wireless RF Scanners among other devices.

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

  • 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.

  • Provide support for future M&As through onsite support, remote support and device deployment.

  • Other duties as assigned.




  • Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills, and abilities.




  • Associate degree in Information Technology or equivalent, or 3 years of experience working in a similar IT support role a plus.

  • Bachelor’s degree is preferred.

  • 3+ years of experience handling customer technical support calls preferred.

  • Experience with iOS and Android OS required.

  • Knowledge of Windows 7/10/11, Office 2010/2013/2016 Suite, Mobile devices, VPN, and Networking - Proxy Settings, Routers, Switches, Internet Modems, Ethernet.


Knowledge/Skill Requirements


  • 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.

  • 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 identify customer needs, gather relevant information systematically and resolve problems.

  • 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.


Work and Physical Requirements


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:


  • Sitting for extended periods of time.

  • Ability to safely lift up to 50 pounds.

  • Ability to travel (overnight) as required based on business needs up to 50%.

  • Ability to drive up to 4 hours for onsite services and meetings.

  • Must pass background check, alcohol and drug testing.

  • The position may require work outside of normal business hours in response to critical incidents or business-impacting project deliverables.

  • The position may also require weekend and holiday coverage.

  • Must cover the west coast work hours (8-5PM PST).


Work Environment


  • Normal office working conditions in addition to industrial plant sites and quarries, requiring the usage of personal protective equipment, e.g. hard hat, steel-toed boots, and safety glasses.


The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


What CRH 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


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 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




Date Posted:  Jan 28, 2023

Nearest Major Market: Portland Oregon

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