Oldcastle Infrastructure · 22 hours ago
Service Desk Analyst
Atlanta, GA
Full-time
Onsite
Mid Level
3+ years expOldcastle Infrastructure is a leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. They are seeking a Service Desk Analyst who will be the first line of contact with internal customers, responsible for all aspects of IT support, including troubleshooting technical issues and maintaining IT resources.
Building MaterialConstructionLogisticsProduct DesignProduct Search
Responsibilities
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
Qualification
Required
Associate degree in Information Technology or equivalent, or 3 years of experience working in a similar IT support role a plus
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
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
Preferred
Bachelor's degree is preferred
3+ years of experience handling customer technical support calls preferred
Benefits
Highly competitive base pay
Comprehensive medical, dental and disability benefits programs
Group retirement savings program
Health and wellness programs
An inclusive culture that values opportunity for growth, development, and internal promotion
Company
Oldcastle Infrastructure
Oldcastle Infrastructure is a provider of building materials, products and services for infrastructure projects. It is a sub-organization of CRH.
1001-5000 employees
H1B Sponsorship
Oldcastle Infrastructure has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (4)
2023 (1)
2022 (3)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$4MKey Investors
U.S. Environmental Protection Agency
2024-07-16Grant· $4M
Leadership Team
Sarita Panwar, MBA
CFO- Pipe and Precast
Miikka Riionheimo
Chief Operating Officer
Recent News
EIN Presswire
2025-09-08
2025-08-23
Company data provided by crunchbase