Service Desk Analyst

Job ID: 523760

Non-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

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.

Job Location

• This role will work out of our office in the Sandy Springs, GA area.

Job Responsibilities

• Responds to inquiries and service requests for assistance with the organization's Service Now ticket system, phone, voicemail, email and in person.
• Effectively handles individual problems and service requests from call-in through resolution, practicing total contact ownership. Assigns appropriate ticket priority addressing the following but not limited to: system/password lockout (Okta/AD), new employee first time login, critical access (O365, VPN, internet/wifi, fileshares), device failure, escalations and intake form redirects.
• Identifies problems, troubleshoots and provides 1st level technical support for customers for the following: Windows 11, Office 365 (including Outlook Classic and New Outlook), IE9 and above, Edge, Chrome, Hardware/Software conflicts, remote support via remote control tools such as Beyond Trust, Global Protect 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 endpoint devices.
• Imaging and shipping of computers and other hardware equipment.
• Handles approved software access, installation & support for applications federated by OKTA, group assignment within Active Directory, Autodesk, Bluebeam, Adobe, Smartsheet, Scribe, Grammarly 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. Collaborates and communicates effectively with other IT partners and vendor partners.
• Responsible for meeting Service Desk Service Level Agreement and metrics.
• Provide support for future M&As through onsite support, remote support and device deployment.

Job Requirements

• 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
• 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.

What CRH Offers You

• 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

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

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, all final employment decisions will be made by a person.

Client-provided location(s): Atlanta, GA

Job ID: CRH_FGB-523760-en_US

Employment Type: OTHER

Posted: 2026-05-02T19:46:21