Service Desk Analyst - Level 2

Oldcastle® APG, a CRH Company, is North America’s leading provider of innovative outdoor living solutions that enable customers to Live Well Outside. The manufacturer’s portfolio of premier building products inspires endless possibilities while providing enduring outdoor spaces where people can connect, reflect and recharge. Award-winning brands include Belgard® hardscape, Echelon® Masonry, MoistureShield® composite decking, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, Lawn & Garden mulches and landscape features, and Techniseal® sands and sealant technologies.

Job Summary

The Level 2 Service Desk Analyst provides advanced technical support to end-users by troubleshooting and resolving complex hardware, software, and network issues. This role serves as an escalation point for Level 1 analysts and works closely with other IT teams to ensure timely resolution and high customer satisfaction. Fluency in French is required to support bilingual users and documentation.

Job Location

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

Job Responsibilities

• Respond to and resolve escalated technical support requests from Level 1 analysts and end-users.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, operating systems, and business applications.
• Provide remote and on-site support as needed.
• Document issues, solutions, and workarounds in the ticketing system.
• Collaborate with infrastructure, network, and application teams to resolve cross-functional issues.
• Maintain and update knowledge base articles and technical documentation in both English and French.
• Assist in onboarding/offboarding processes including account setup, hardware provisioning, and access management.
• Participate in IT projects, system upgrades, and deployments.
• Ensure compliance with IT policies, procedures, and security standards.
• Train and mentor Level 1 analysts as needed.

Job Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2+ years of experience in a Service Desk or technical support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory, Office 365, VPNs, and remote desktop tools.
• Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple priorities.
• Fluency in French and English (spoken and written).
• Certifications such as CompTIA A+, Network+, Microsoft MCP, or ITIL Foundation.
• Experience supporting enterprise applications (e.g., ERP, CRM).
• Basic scripting or automation skills (PowerShell, Bash, etc.).
• Knowledge of cybersecurity best practices.

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 APG, 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.