US LBM Support I - Business Engagement

About the role

The US LBM Support I - Business Engagement is an entry-level position responsible for providing technical services requiring basic analytical and problem-solving skills. This position will 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, and participate in the development of standards and operating procedures for related US LBM IT services.

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.
• Aid 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.
• Participate in the development of standards and operating procedures for related US LBM IT services.
• 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.
• 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.)
• Ability to follow a detailed, scripted process to prepare then ship machines to our end users.

Requirements

• Associate's Degree in IT Management, Computer Science, other related field or equivalent experience required.
• Previous IT experience preferred.

Skills and Abilities

• Basic level of technical expertise with ability to quickly learn new tools and technology.
• Able to perform routine tasks independently and more complex task with close supervision.
• Able to support multiple efforts in parallel, in a highly matrix, fast-paced, multi-site organization experiencing rapid growth.
• Able to 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.
• Sometimes require some travel 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.

Qualifications

• Education Qualifications: Associate's Degree in IT Management, Computer Science, other related field or equivalent experience required.

Benefits

US LBM Holdings, LLC, is an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.