Technical Analyst II

UFP Industries • Grand Rapids, MI

9d

About The Position

The Technical Analyst II provides Tier 2 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 deliver excellent service and minimize downtime.

Requirements

• Minimum high school diploma or equivalent.
• 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.

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.
• Maintain working knowledge of Microsoft Active Directory, Entra ID (Azure ID), SCCM, Intune, and other server technologies.
• Support LAN and WAN technologies, including routers, firewalls, switches, wireless access points, and VPNs.
• 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