Service Desk Analyst

About the Company

The QUIKRETE Companies manufacture infrastructure, commercial, and industrial construction, repair, and home improvement products, including ready-to-use cement mixes, segmental concrete, tile installation systems, concrete pipe, corrugated metal pipe, stormwater systems, bridges, and other related products. QUIKRETE is the largest manufacturer of pre-blended, packaged concrete and cementitious products in North America. Wholly owned subsidiaries include Custom Building Products, Pavestone, Contech Engineered Solutions, Rinker Materials, US Pipe, Summit Materials, and more.

Summary:

Quikrete is seeking an IT Professional experienced in providing technical support for issues related to computer systems, hardware, and software to work at Contech Engineered Solutions, a subsidiary of Quikrete, in West Chester. This includes responding to inquiries, running diagnostics, isolating problems, and implementing technical solutions. The successful candidate must possess the ability to multitask, analyze situations, and prioritize needs while acting in a positive, respectful, and professional manner with both internal customers and within the service desk team.

Responsibilities and Duties:

• Provides technical assistance and support for incoming inquiries and issues related to computer systems, software (including Windows 11 and 10, Office 365, and various browsers), and hardware from users.
• Assist in person, over the phone, remotely, via walk-ins, and by visiting the user's desk.
• Image systems with a proper OS, install the required equipment, and update inventory asset management systems with the assigned equipment.
• Ensure that equipment is clean, up-to-date, and operational.
• Provides installation and assistance for laptops, desktops, printers, scanners, and other assigned peripherals.
• Troubleshoot desktops, laptops, and a variety of network and standalone printers.
• The ability to triage and identify network connectivity issues
• Escalate issues to Team Lead(s), Systems, and Operations team when necessary.
• Enter tickets into ServiceNow for tracking and completion documentation\
• Troubleshoot conference room setups and connections.
• Other duties as required.

Experience:

• Minimum 3+ years of experience providing IT support in a fast-paced environment
• Hands-on experience with ServiceNow Ticketing Tool: create, update, escalate, resolve, and close tickets
• Understanding and operational knowledge of Microsoft Teams
• Working knowledge of ITIL best practices
• Hands-on experience working with and supporting the following products and tools: Microsoft Active Directory, Office 365, Global Protect VPN, Network Printers, ServiceNow, and General System Administration.
• Outstanding analytical and problem-solving skills
• Ability to prioritize and meet deadlines
• Excellent time management skills
• Positive attitude with excellent customer service skills
• Excellent written and verbal communication skills
• The ability to perform work unsupervised, make confident decisions independently, and understand appropriate timing to escalate problems.
• Must possess the ability to work well and collaborate with team members and all personnel across the organization.
• Must be able to multi-task, prioritize issues and requests, and manage time to ensure timely resolution of responsibilities.

Ready to Apply?

• The process is simple. Click on the "apply" button to get started. Good luck!