Enterprise Technology Analyst

Columbia Forest Products•Greensboro, NC

About The Position

The Enterprise Technology Analyst is responsible for the delivery of comprehensive IT support and services to ensure the optimal performance of the organization’s end-user computing environment. The analyst participates within a cross functional team to implement new projects, provide technical services, and create solutions to achieve the goals of the business.

Requirements

3-5 years relevant field experience.
Proficient with Microsoft Office software applications (e.g., Word, PowerPoint, Excel, Outlook, Microsoft Teams).
Troubleshooting skills as they relate to IT systems, and equipment.
Demonstrated knowledge of supporting end user computing software including Windows Operating System, Office 365, and Azure.
Demonstrated knowledge of supporting a wide variety of computer equipment, including PC, Mac, printers, and mobile devices.
Demonstrated knowledge of supporting Windows 11, and current Windows Server versions.
Working knowledge of telecommunications, networking fundamentals, and equipment.
Solid understanding of TCP/IP, DNS, WINS, DHCP and Windows networking fundamentals.
This position requires verification of US Citizenship to meet federal government security requirements, background check, and the ability to travel outside of the United States and throughout Canada as required.
Must be able to lift and carry IT equipment up to 50 lbs.

Responsibilities

Provide second level contact and convey resolutions to user issues in a timely manner either via phone, email, or in-person support.
Diagnose and troubleshoot PC hardware, peripherals and software issues including but not limited to operating systems (Windows 10/11, iOS, macOS), Office 365, Microsoft Teams, Microsoft OneDrive, business applications, mobile devices, and basic network connectivity.
Log all support requests into the Enterprise Support Desk ticketing system, ensuring detailed descriptions, accurate categorization, and timely updates until resolution.
Escalate unresolved issues to other IT support teams as required while providing clear and concise details about the problem. Collaborate with other teams (e.g., network engineers, system administrators) when needed.
Create and maintain documentation within the knowledge base for common issues and solutions to facilitate knowledge sharing within the IT team and the employee community.
Assist with the installation and configuration of software, drivers, and basic hardware components. Ensure that the systems are up to date with necessary patches and updates.
Track and manage IT equipment inventory, ensuring proper distribution, setup, and retrieval of hardware.
Follow CFP’s IT Security policies and promote security via employee education.
Participate in ongoing training to stay current with technological developments and company policies. Take an active part in supporting Kaizen activities. Provide general training for software applications and standard procedures.
Routinely visit Columbia locations to address site specific issues, action projects, and build local relationships.
Collaborate with users and IT team members to help ensure the performance, security, and connectivity of the end user computing environment.
Identify issues and initiate timely support for Columbia’s computing environment.
Provide business computing hardware support through the installation, investigation, troubleshooting, and resolution of issues on equipment such as desktops, laptops, servers, networking, and accessories.
Provide work center support through the installation, upgrading, and troubleshooting of Windows 10/11, Mac, Office 365, and business applications.
Provide cloud services support through the configuration, and troubleshooting of Office 365 products such as OneDrive, Teams, and SharePoint for the business.
Investigate, troubleshoot, and resolve issues with VOIP systems, and mobile devices.
Secure CFP assets through the timely patching of systems, and employee education.
Administer user accounts, and security roles in Active Directory and Entra.
Partner with application owners to perform backup and recovery of business applications and data.
Work with vendor support contacts to identify and resolve issues.