IT Support Technician

Must have the ability to work outside occasionally and withstand extreme weather conditions including exposure to hot, cold, wet, humid, or windy conditions caused by the weather and work in a dusty dirty environment. With over 20 operations across Indiana, US Aggregates has been a customer-focused, innovative provider of high-quality essential stone, sand and gravel used in road construction, site prep and utilities, agri

Build your career at US Aggregates!

The IT Technical Support at US Aggregates will provide assistance across the 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 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
• Maintain and develop system documentation, policies, procedures, forms, instructions, etc.
• 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
• Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company's core values, competencies, and skills

Education Qualifications

• Associate's Degree Information Technology preferred

Experience Qualifications

• Required Experience identifying and resolving issues independently
• Required 3+ years experience in a technical support/service desk role, preferably in a construction or manufacturing environment
• Required M365 experience to include installation, configuration, and troubleshooting of associated applications

Skills and Abilities

• 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
• Windows Operating Systems troubleshooting and configuration
• Desktop hardware installation, configuration, and troubleshooting
• Understanding of Microsoft Active Directory and Microsoft Exchange environments
• Ability to travel up to 50% (day travel)

Licenses and Certifications

• Valid driver's license required

Working Conditions/Physical Demands

• Must have the ability to continuously stand or walk on level or uneven ground
• Must have the ability to ascend and descend ladders, stairways, and incline catwalks and work at elevated heights
• Must have the ability to bend, crouch, and/or kneel at the waist or knees
• Must have the ability to lift, push, pull, or carry at least 50 lbs.
• Must wear all necessary PPE and safety equipment
• Must have the ability to work outside occasionally and withstand extreme weather conditions including exposure to hot, cold, wet, humid, or windy conditions caused by the weather and work in a dusty dirty environment

About US Aggregates

US Aggregates is a privately held, family-owned business headquartered in Indianapolis. With over 20 operations across Indiana, US Aggregates has been a customer-focused, innovative provider of high-quality essential stone, sand and gravel used in road construction, site prep and utilities, agri