Oldcastle APG · 4 hours ago
Service Desk Analyst - Level 2
Atlanta, GA
Full-time
Onsite
Entry, Mid Level
2+ years expOldcastle APG, a CRH Company, is North America’s leading provider of innovative outdoor living solutions. The Level 2 Service Desk Analyst provides advanced technical support to end-users, troubleshooting complex hardware, software, and network issues while ensuring high customer satisfaction and collaborating with IT teams.
Building MaterialConstructionHome ImprovementManufacturing
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
Qualification
Required
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
Benefits
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
Company
Oldcastle APG
Oldcastle APG is a manufacturing company that supplies a wide variety of masonry and hardscape products to various customers. It is a sub-organization of Adams Products Company.
5001-10000 employees
H1B Sponsorship
Oldcastle APG has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Late StageTotal Funding
$0.01MKey Investors
Ben Franklin Technology Partners of Northeastern Pennsylvania
2020-10-27Debt Financing· $0.01M
Leadership Team
Jenny Nail
Chief Revenue Officer (CRO)
Sheri Klumb
Executive Assistant to Chief Information Officer
Recent News
2025-11-15
2025-10-20
2025-08-29
Company data provided by crunchbase