Lehigh Hanson IT Service Desk Technician in Irving, Texas
Line Of Business: Corporate Administration (SSC, IT, Employee Services, Etc.)
Department: Information Technology
Primary Location: Irving-TX
WE GIVE DOWN-TO-EARTH A WHOLE NEW MEANING
You experience our products every day, though you may not recognize our name. That’s OK. We’re focused on being great, not especially flashy.
We’re Lehigh Hanson. Our products build cities and towns, including stadiums that hold thousands of fans, and bridges that support millions of vehicles. We have thousands of employees across hundreds of locations in the U.S. and Canada, making us North America’s leading supplier of cement, aggregates, ready mixed concrete, asphalt and related construction materials.
HERE’S WHAT YOU’LL GET TO DO
Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing BOTH level 1 phone support and level 2 desktop support solving technical problems that arise within our user community.
IT Service Desk Tech II’s will address the full spectrum of support issues presented to them with little frequency of escalation.
Logs all incoming customer calls, and measures taken to troubleshoot and resolve, into the IT incident management system with clear, concise language.
Analyzes and resolves incidents and service requests from end-users in addition to all escalated issues in accordance with IT service level agreements.
Troubleshoots the root cause of problems, not merely the symptoms, taking necessary actions to prevent problems from recurring.
Assists users with, but not limited to, application issues, hardware problems, requests for hardware/software, mobile device/connectivity issues, passwords, LAN/WAN, new user accounts, access requests.
This position will be based at our corporate office in Irving, Texas. Our corporate office supports the Lehigh Hanson plants in North America and offers highly competitive benefits with no waiting period to participate in medical, dental, vision, and life insurance programs. In addition, we offer a 401(k) retirement savings plan with an automatic company contribution as well as matching contributions. Amenities include a free fitness center, free covered parking, and on-site cafe and coffee bar. We also offer “Dress for Your Day” which gives our employees the discretion to select appropriate dress depending on the business activities of each workday.
HERE’S WHAT WE’RE LOOKING FOR
This position requires experience with Microsoft Office 2010/2013, Office 365 is a plus, Windows 7, Windows 10, Citrix Environment, ITIL Foundations Support and Delivery processes is a plus, Understanding of SLA’s and KPI’s, TCP/IP, VPN, and other desktop support utilities
Experience meeting first call resolution, abandoned rate, average talk time and other key performance metric goals and objectives.
A unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a sometimes stressful environment. IT Service Desk Tech II’s will address the full spectrum of support issues presented to them with little frequency of escalation.
Excellent communicator, both written and verbal.
Exceptional ‘soft skills’ that convey a sense of trust, competency, control and ownership with all customers.
Active Directory administration.
PC hardware and peripherals troubleshooting.
BRING YOUR HUMBLE OVERACHIEVER ATTITUDE AND LET’S ELEVATE OUR COMPANY EVEN HIGHER!
We’re a tight knit team. While we strive to be the best, we do it with an attitude that is humble, accessible and down-to-earth. We don’t ask you to “fit in” to our culture. We invite you to add to it.
Employer Statement: Equal Opportunity Employer - Minority / Female / Veteran / Disabled