About this role
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.