Technical Analyst II
UFP Industries · Grand Rapids
Job Summary
The Technical Analyst II provides Tier 2 support and serves as an escalation point for Tier 1 teams. This role resolves issues with workstations, printers, networks, business applications, Microsoft 365, and vendor-supported systems across manufacturing facilities, corporate offices, and remote locations, partnering with internal IT and vendors to deliver excellent service and minimize downtime.
Principal Duties and Responsibilities
- Provide Tier 2 support for hardware, software, endpoint, network, and printer-related issues.
- Troubleshoot escalated Tier 1 issues through resolution or further escalation to the appropriate internal team or vendor
- Demonstrate excellent verbal and written communication skills
- Support PC hardware and software in client-server environments
- Apply advanced technical troubleshooting skills
- Maintain working knowledge of Microsoft Active Directory, Entra ID (Azure ID), SCCM, Intune along with other server technologies
- Support tablets, peripherals, scanners, and mass storage devices
- Apply advanced knowledge of LAN and WAN technologies, including routers, firewalls, switches, wireless access points, and VPNs
- Maintain expert knowledge of Microsoft Office applications
- Manage incidents, service requests, assets, and documentation using ServiceNow, Freshworks, or similar ITSM platform.
- Create and maintain Knowledge Base articles, support documentation, and technical procedures
- Set up and support timeclocks
- Perform software deployments, operating system installations, reimaging and upgrade operating systems
- Manage hardware warranties, repairs, and RMAs
- Support and maintain printers
- Travel up to 25% as required
- Perform other duties as assigned
Qualifications
- Minimum high school diploma or equivalent College-level IT coursework and/or certification preferred
- Minimum of 3 years of experience in a help desk or IT support role
- Strong customer service, communication, and documentation skills.
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Advanced technical diagnostic skills Knowledge of IT applications, processes, software, and equipment
- Experience with ServiceNow, Freshworks, or similar ITSM platforms.
- Experience supporting manufacturing environments, production facilities, or remote locations.
- Experience managing multiple priorities in a fast-paced support environment.
The Company is an Equal Opportunity Employer.