Service Desk Support Specialist - Tier II

at  US LBM Corporate

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.
Reporting to the Manager - Business Engagement, the Support II 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. The Support II will be responsible for thoroughly documenting service desk activities and ensuring that an accurate and current knowledge base is maintained at all times.

KNOWLEDGE, SKILLS & ABILITIES

• Required experience - Minimum of three years of experience or equivalent in IT. Previous service desk experience is also required.
• Required education - Associate’s Degree in IT Management, Computer Science, Technical expertise - Expert level.
• Provide leadership by exhibiting influence and expertise.
• Possess or can quickly acquire the necessary knowledge of the following systems:
• Windows Operating Systems, Active Directory, Microsoft Office 365, Microsoft Azure, and Apple Operating Systems.
• Knowledge of all enterprise Service Desk tools including, but not limited to, ScreenConnect, Slack, OneDrive, Teams, Avecto, PDQ, etc. Provision and maintain users, groups, and permissions as needed.
• 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.

• Develop and maintain an intermediate understanding of US LBM’s use of technology.
• Apply intermediate technical skills and knowledge in the support troubleshooting of computer systems, hardware, and software across US LBM.
• Maintain intermediate technology knowledge while striving for advanced technical knowledge
• Must possess a desire to “get things done”
• Execute projects to improve systems and operations.
• 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.
• Assist with the creation and implementation of risk mitigation processes and assist with reviews to determine weaknesses in applications.
• Escalation point and Support overflow of Technical Support Services Analyst I duties.
• 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.
• Ability to advance a Solution by leveraging other US LBM IT groups (Server, Network, BI, etc). Serve as a point of escalation for other associates on the Service Desk.
• Work to ensure all devices, operating systems, and all installed application software meet standards and are properly configured.