Technical Support Analyst II
About The Position
This role is responsible for deployment, maintenance, and technical support of desktops, laptops, servers, client devices, switches, AP’s, printers, specialty equipment, digital signage, security, access control, cameras and other ancillary systems. This role will work closely with business users, on site staff, and centralized IT/OT enterprise teams, and will take part in the after-hours/on-call rotation. Supports IT operations within an active manufacturing environment, coordinating work to minimize disruption to production systems and site operations. Serves as the primary IT support resource for a designated home mill, providing consistent on-site support and coordination with enterprise IT teams. Provides supplemental onsite or remote support to other Wood Products locations as needed for coverage, special projects, or during absences.
Requirements
- Demonstrated safety focus
- Associate’s degree in information technology or equivalent combination of education and/or experience
- 3+ years’ experience in technical administration of PCs, Printing, Server Management, with demonstrated broad-based technical abilities
- Skilled and experienced supporting desktops, laptops, printers, switches, wireless AP’s, Internet Circuit’s, VoIP, VPN, general infrastructure etc.
- Problem-solving skills and the ability to learn new technologies
- Demonstrate and actively document incidents, changes and technology assets in enterprise ITSM systems
- Strong oral and written communication skills
Nice To Haves
- Microsoft certifications – MCITP – MS Certified IT Professional, MCDST – MS Certified Desktop Support Technician, MCP – MS Certified Professional
- CCNA - Certified Cisco Network Associate or similar
- Experience supporting the IT/OT infrastructure needs of a manufacturing facility
- Four-year degree in information technology or related field
- Experience with Rockwell Suite of PLC tools, AssetCentre, FactoryTalk Directory
Responsibilities
- Field incoming help requests from end users in a courteous and professional manner
- Record, track, and document the problem-solving process through to final resolution
- Identify and learn software and hardware technology used and supported by the organization
- Perform hands-on resolution at the desktop level, including installing and upgrading software, hardware diagnostics, and configuring systems and applications
- Familiarize end users with basic software, hardware, and peripheral device operation
- Install, upgrade, and support desktops, laptops, printers, Vehicle Mounted Terminals (VMT)’s, network switches, cameras, wireless AP’s, Internet Circuit’s, VoIP, and other systems
- Adhere to organizational asset, change, problem, and incident management processes
- Track all IT/OT assets at assigned location
- Maintains assigned servers (physical and/or virtual) and ensure all updates are applied in accordance with organizational guidelines
- Coordinate and assist with site Process Control (OT) lead on OT/IT disaster recovery efforts, OT device patching, Device image and deployment
- Provide regular status updates via email to site and IT/OT lead teams and actively participate in IT/OT Team meetings
Benefits
- medical, dental, vision, short and long-term disability, and life insurance
- pre-tax Health Savings Account option which includes a company contribution
- voluntary Long-Term Care and Employee Assistance Programs
- personal volunteerism
- diversity networks
- mentoring
- training and development opportunities
- 3-weeks of paid vacation to use during your first year of employment
- vacation accrual for future use
- eleven paid holidays per year
- paid parental leave for all full-time employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
