Job Description:

 

 

Job ID:  283922

Oldcastle BuildingEnvelope®, a CRH company, is the leading supplier of products specified to close the building envelope. They include: custom-engineered curtain wall and window wall, architectural windows, storefront systems, doors, skylights and architectural glass.

The IT Service Desk role with us isn’t just a job - it’s a career opportunity with a great company.  And we ask our professionals to be just that- professionals. We want to lean into your expertise to help us get better. We will give you what you need to be successful, and you will get to contribute, every single day.  The role can be based either in York, PA or remotely.

This role is perfect for the individual who approaches their work in a professional manner and who loves a good challenge. If that sounds like you, come join this industry leader!

Job Summary

The Service Desk Technician’s role is to ensure proper business application and hardware operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or +3 years equivalent work experience

Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal and email to ensure courteous, timely, and effective resolution of end-user issues.


• Build rapport and elicit problem details from service desk customers.


• Prioritize incidents and service requests according to defined processes to meet defined SLAs.


• Escalate incidents with accurate documentation to suitable technician, when required.


• Use remote tools and diagnostic utilities to aid in troubleshooting.


• Research solutions through internal and external knowledgebase as needed.


• Identify and learn appropriate software used and supported by the organization.


• Test fixes to ensure an incident has been adequately resolved.


• Contribute to technician knowledgebase as needed


• Reinforce SLAs to manage end-user expectations.


• Provide suggestions for continual improvement.


• Deploy pre-packaged software using distribution tools and processes as requested by end users.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.

• Ability to absorb and retain information quickly.


• Ability to present ideas in user-friendly language.


• Highly self-motivated and directed.


• Keen attention to detail.


• Proven analytical and problem-solving abilities.


• Ability to effectively prioritize and execute tasks in a high-pressure environment.


• Exceptional customer service orientation.


• Experience working in a team-oriented, collaborative environment.

Work Conditions

• 40-hour workweek, hours varying from 8am-8pm Eastern Time.


• Sitting for extended periods of time.


• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

What CRH Americas 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 Americas

CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

Oldcastle BuildingEnvelope®, a CRH company, is a great place to grow! 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 career site. Please complete your online profile which will be sent directly to the appropriate Hiring Manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest in the CRH Americas family!

CRH Americas is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability--If you want to know more, please click on this link. 

Oldcastle BuildingEnvelope is an E-Verify Employer.

 

Apply Now