Service Desk Analyst

About You:

Solutions-Oriented. Problem-solving brings you a sense of accomplishment and you bring a positive attitude, curious listening skills, and a solutions mindset to the table.

Focused. You’re someone who puts in the time, energy, and effort to get the task done. You appreciate a clear deadline, and you strive to hit it every time.

Adaptable. You’re flexible and you can adjust to changing or unexpected circumstances without losing your cool. You understand we work in an ever-evolving industry and your calm approach to change helps the team stay grounded.

About Us:

At Lewis, where every employee is an owner, our people are empowered to make decisions – big and small – to meet the goals of our clients. We are passionate about our work and driven to build quality buildings that stand the test of time. With fulfillment as one of our six core values, Lewis has a collaborative and supportive culture committed to the success and development of our people.

About The Position:

The Service Desk Analyst serves as the first point of contact for IT support. The IT Service Desk is the central communication hub for capturing companywide incidents and requests to the organization.

This role requires building and maintaining strong relationships with internal customers while delivering exceptional, customer-focused service with clear direction and communication.

The analyst should have a solid understanding of the roles and responsibilities of construction staff—such as project managers, project engineers, and other field personnel—and possess broad knowledge of the various systems and applications used within Lewis.

End-User Support for PC's, Tablets, and Cell Phones (80%)

• Serve as the first point of contact for all IT support via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues for laptops, desktops, mobile devices, and enterprise applications.
• Escalate complex issues to second- or third-level support teams as needed.
• Set up and support Windows PCs and mobile devices.
• Assist with user account management in Active Directory, Microsoft 365, and other enterprise systems.
• Support remote and on-site users, including field teams at construction sites.
• Install, configure, and troubleshoot enterprise software (e.g., Office 365, Bluebeam, Smartsheet).
• Provide support for AV equipment in the office and on construction sites.
• Provide basic training and guidance to users on IT tools and best practices.
• Collaborate with IT and other departments to identify and implement improvements to IT systems and processes.
• Maintain accurate records of issues and resolutions in the IT Service Management (ITSM) system.
• Ensure compliance with company IT policies and security standards.
• Stay informed about advancements in IT, end-user hardware and software, and best practices for providing end-user support.

Administrative Support (10%)

• Create, manage, and update knowledge base articles (KBAs) in the service desk system.

Other IT Work (10%)

• Participate in IT projects, system upgrades, and rollouts as required.

Skills, Knowledge, Qualifications and Experience

• Experience: 2+ years in IT support or a related role, or a bachelor’s degree in an IT field. Equivalent combinations of education and experience will also be considered
• Certifications: ITIL, CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are a plus.
• Mindset: Curious and inquisitive, with a habit of asking “why” to understand root causes.
• Technical Skills: Strong troubleshooting and problem-solving abilities.
• Adaptability: Capable of managing multiple tasks and shifting priorities in a fast-paced, small-team environment
• Collaboration: Able to work independently as well as part of a team.
• Systems Knowledge: Proficient with Windows OS, Microsoft 365, and common business applications.
• Tools: Experience using IT ticketing systems and remote support tools.
• Industry Knowledge: Familiarity with the construction industry is a plus.

A 100% employee-owned general contractor, Lease Crutcher Lewis offers a comprehensive healthcare plan with medical, dental, and vision coverage. Our employer-funded Lifestyle Spending Account supports physical wellness for employees and their pets, and our employer-funded Headspace membership supports mental wellness. We also offer a generous Health Savings Account with annual employer sponsored contributions. Lease Crutcher Lewis provides support for a financially healthy future, including our Employee Stock Ownership Plan (enrollment covered at no cost to you) and a 401(k) with a competitive matching program. To support employee philanthropic efforts, employees are eligible for volunteer PTO and charitable giving matching programs.

Lease Crutcher Lewis is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of, and will not be discriminated against, based on the basis of race, color, gender, pregnancy or breastfeeding, sexual orientation, gender identity or expression, religion, national origin, age, genetic information, marital status, veteran status, disability, or other status protected by state or federal law.