US LBM Support II - Business Engagement

US LBM•Hammonton, NJ

About The Position

US LBM is one of the leading and fastest growing distributors of specialty building materials in the United States, with a team of over 15,000 employees located throughout the country. Since our founding in 2009, we have acquired over 70 companies and have expanded to more than 500 locations serving 37 states. US LBM is a progressive organization that promotes a unique culture that focuses on the value of its customers and associates. Developing our people is critical to our strategy and fostering our culture of empowerment. . A Brief Overview The US LBM Support II - Business Engagement is responsible for providing exceptional technical service. This role is responsible for troubleshooting, responding to escalated requests for support in a timely manner, and maintaining the knowledge and skills to perform their duties. This person will be responsible for thoroughly documenting service desk activities and ensuring that an accurate and current knowledge base is maintained at all times.

Requirements

Associate's Degree in IT Management, Computer Science, other related field or equivalent experience required.
3 years of IT experience or equivalent education required.
Previous service desk experience required.
Ability to advance a Solution by leveraging other US LBM IT groups (Server, Network, BI, etc).
Able to perform routine tasks independently and more complex task with close supervision.
Ability to support multiple efforts in parallel, in a highly matrix, fast-paced, multi-site organization experiencing rapid growth.
Ability work in remote teams across time zones and geographies.
Excellent communication and interpersonal skills, including written and oral communications.
May have to work off-hours if there are critical problems requiring IT intervention.
Some travel likely to US LBM locations along with business-related meetings and conferences.
Physical demands include standing, walking or sitting for extended periods of time and bending, stooping and maneuvering to locations of wires, computers, or network equipment and occasional lifting of up to 50 pounds and frequent lifting of up to 10 pounds.
Possess or can quickly acquire necessary knowledge of the following systems: Windows Operating Systems, Active Directory, Microsoft 365, Microsoft Entra, Android and iOS.
Knowledge of all enterprise Service Desk tools including, but not limited to, ScreenConnect, OneDrive, Teams, etc.

Responsibilities

Develop and maintain a working knowledge and understanding of US LBM’s use of technology.
Apply basic technical skills and knowledge in the support troubleshooting computer systems, hardware, and software across US LBM.
Assist in diagnosing and documenting issue root causes of basic to intermediate complexity.
Work with IT associates and business partners to identify opportunities and recommend adjustments to IT services accordingly.
Maintain consistent and professional customer service and communication with end users and IT associates.
Provide timely status as needed to end users and fellow IT associates when working to resolve an incident.
Participate in developing departmental service guidelines and operating procedures.
Maintain basic working technology knowledge.
Develop and maintain IT service area documentation – process and procedures.
Participate in projects or stretch assignments as a project team member.
Collaborate with colleagues to identify and remediate issues.
Answer incoming Service Desk phone calls.
Assess the importance of a caller’s needs, create a detailed well described incident into our ticketing system, and provide verbal assurance that the incident will be handled in a timely manner.
Perform clearly-defined, repetitive duties in support of Service Desk objectives such as; Tasks on projects or ongoing initiatives requiring data entry and/or the referencing of information from multiple sources. (Terminations, Provisioning, etc.)
Use the US LBM Incident Management system to document all troubleshooting activities and end user discussions, including all successful and unsuccessful actions all the way through to a final resolution.
Work to ensure all devices, operating systems, and all installed application software meet standards and are properly configured.
Ability to follow a detailed, scripted process to prepare then ship machines to our end users.
Assist with the creation and implementation of risk mitigation processes and assist with reviews to determine weaknesses in applications.
As a Level II, develop and maintain an intermediate understanding of US LBM’s use of technology and apply intermediate technical skills and knowledge in the support troubleshooting of computer systems, hardware, and software across US LBM.
Execute projects to improve systems and operations and provide technical assistance, guidance, and leadership to other IT associates across US LBM.
Assist work with vendors to develop quotes, gain approvals, and facilitate ordering of equipment, software, solutions, and consulting services given documented USLBM needs, policies, and best practices.
Ensure current applications and services are updated and aligned with the implementation of new applications.
Perform other duties as assigned.
Comply with all policies and standards.
Adhere to Company’s commitment to workplace safety.
Participate in and complete assigned trainings.