IT Technical Support

US Aggregates is seeking IT Technical Support to provide assistance across our business, to our end users both on-site and remote. This role will provide support and incident management for a variety of IT related concerns across multiple locations and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, connectivity problems, wireless/mobile issues, phone support, access requests printer issues, and functionality questions. This is a customer service-oriented role and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role is a main point of contact for IT queries and an escalation point for incident management.

Essential Job Functions:

• Accurately and efficiently diagnose and resolve problems related to the use of technology resources and applications. This includes issues related to the use of desktops/laptops, software, peripheral devices, connectivity, VPN and other concerns.
• Ability to work in a business unit location and be the main point of contact for users across several locations.
• Provide excellent customer service for each call, using verbiage that is appropriate and easily understood by non-technical clients.
• Ability to identify and resolve issues with end-user hardware, both company provided and user owned.
• Appropriate use of tools to log, track, escalate, research, resolve and close calls and incidents.
• Provide support for all IT related projects and implementations.
• Flexibility to work non-standard business hours (e.g. not 8AM-5PM) to provide support to end users.
• Organized and able to manage multiple work streams simultaneously.
• Ability to communicate effectively with end users and other IT support personnel.
• Imaging of desktops and laptops to prepare for end user deployment.
• Maintain and develop system documentation, policies, procedures, forms, instructions, etc.
• Provisioning and managing user access utilizing AD manager plus and Active Directory
• Willingness to identify and work with Network, Server, and Applications teams to assume responsibility of repeatable operational IT tasks.

Relevant Skills

• Experience identifying and resolving issues independently.
• Ability to work in a self-sufficient and independent manner
• Courage to take initiative in unfamiliar or ambiguous circumstances.
• Excellent verbal and written communication
• Demonstrated creative thinking, analytical and problem solving skills
• Maintains a high level of confidentiality
• Strong customer service orientation
• Ability to accurately capture details from users and escalate to other IT support groups.

Requirements:

• 3 years' experience in a technical support/service desk role, preferably in a construction or manufacturing environment.
• Windows Operating Systems troubleshooting and configuration
• M365 experience to include installation, configuration, and troubleshooting of associated applications
• Desktop hardware installation, configuration, and troubleshooting
• Understanding of Microsoft Active Directory and Microsoft Exchange environments
• Must hold a valid driver's license
• Ability to travel up to 50% (day travel)

This role will be based out of Indianapolis and will support all 20 of US Aggregates locations across the state of Indiana.

Current Openings for IT Technical Support Jobs at The Heritage Group