Technical Analyst II

UFP Industries • Grand Rapids, MI

1d

About The Position

The Technical Analyst II provides Tier 2 technical support and serves as an escalation point for Tier 1 teams. The role resolves issues involving workstations, printers, networks, business applications, Microsoft 365, and vendor-supported systems across manufacturing facilities, corporate offices, and remote locations. The analyst partners with internal IT teams and vendors to provide service and minimize downtime. The position may require travel up to 25%.

Requirements

• High school diploma or equivalent.
• At least 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.

Nice To Haves

• College-level IT coursework and/or certification preferred.

Responsibilities

• Provide Tier 2 support for hardware, software, endpoint, network, and printer-related issues.
• Troubleshoot escalated Tier 1 issues through resolution or escalate them to the appropriate internal team or vendor.
• Support PC hardware and software in client-server environments.
• 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 working knowledge of Microsoft Active Directory, Entra ID (Azure ID), SCCM, Intune, and other server technologies.
• Maintain expert knowledge of Microsoft Office applications.
• Manage incidents, service requests, assets, and documentation using ServiceNow, Freshworks, or a 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 operating system upgrades.
• Manage hardware warranties, repairs, and RMAs.
• Support and maintain printers.
• Travel up to 25% as required.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED