Technical Support Analyst II

Weyerhaeuser•Eugene, OR

5d•Hybrid

About The Position

Under general guidance, the Technical Support Analyst II provides mid-level technical support, problem solving, implementation, and documentation for assigned site locations. This role maintains reliable IT services, supports enterprise standards, and serves as a liaison between Corporate IT and site-level operations. The successful candidate will bring strong customer service, clear communication, sound technical judgment, and the ability to work collaboratively in remote, industrial, and sometimes hazardous work environments. Respond to help requests from end users by phone, remote support tools, and on-site engagement, maintaining a courteous and service-oriented approach. Prioritizes and troubleshoots incidents Performs hands-on fixes at the desktop level, including installing and upgrading software, hardware diagnostics, and configuring systems and applications Record, track, and document end-user information, troubleshooting steps, actions taken, and final resolution details in the appropriate IT service management system. Identifies and learns software and hardware used and supported by the organization Applies diagnostic utilities to aid in troubleshooting Assist end users with basic software, hardware, and peripheral device operation to support effective use of standard technology tools. Installs, upgrades, supports, and standardizes software offerings Installs, upgrades, and supports printers, hardware, and peripheral equipment Participate in scheduled on-call rotation assignments as required to support business operations. Adheres to organizational asset, change, problem, and incident management processes Accesses software updates, drivers, knowledge bases, and frequently asked question (FAQ) resources on the Internet to aid in problem resolution Tests fixes to ensure problem has been adequately resolved Develops help sheets and knowledgebase articles for end users Tracks all IT assets at assigned location(s) Configures and deploys hardware assets, including imaging Requests and coordinates vendor support Troubleshoots remote and local network connectivity Ensures availability and reliability of computer resources at remote sites Participate in site leadership or operational meetings as appropriate and provide regular IT status updates to relevant stakeholders. Actively participates in continuous learning in any/all applicable topics Deliver day-to-day technical support for site users, including troubleshooting incidents, resolving hardware and software issues, and testing fixes to confirm resolution. Configure, image, deploy, refresh, and support user hardware, printers, peripherals, and related endpoint equipment in alignment with corporate schedules and standards. Serve as the local IT resource to facilitate and support Corporate IT and Timberlands IT projects at the site level. Advocate for IT standards, ensuring local solutions align with enterprise policies and technical guidelines. Support technology implementation projects such as security camera installs or infrastructure upgrades. Act as the primary point of contact for IT vendors on-site, facilitating installations and maintenance. Maintain clean, organized, and compliant IDF/MDF rooms and site IT infrastructure. Travel regularly to multiple assigned sites within the region to provide consistent support, complete scheduled site visits, and respond to operational or project needs. Support multiple Timberlands sites across a defined geographic territory while managing competing priorities, travel schedules, and site-specific needs. Performs scheduled and mandatory site visits based on established cadence, operational need, or project requirements. Provides remote technical support for field sites when travel is not feasible due to time, weather, safety, or site accessibility constraints. Works effectively in remote, industrial, and outdoor environments while adhering to site safety requirements and operational protocols. Coordinates IT support activities to minimize disruption to site operations and business critical workflows. Assists other ETS Field Services teams or business units with on site technical support as required, while maintaining primary responsibility for assigned Timberlands sites. Provide hands-on field support for approved corporate or regional IT initiatives while maintaining assigned site support responsibilities. Ensures timely and accurate documentation of site conditions, recurring issues, and key infrastructure changes to support service continuity and knowledge transfer.

Requirements

Demonstrated safety focus
Associate’s degree in Information Technology or equivalent combination of education and/experience
3–5 years of experience in IT support or related field.
Strong working knowledge of Windows 10/11, basic networking, mobile device management, and general end-user technologies.
Demonstrated experience in supporting physical hardware and troubleshooting on-site.
Valid driver’s license and ability to travel regularly.
Experience supporting infrastructure, manufacturing, or enterprise IT initiatives in a site-based environment.
Experience with camera systems and related technologies, including installation, troubleshooting, and maintenance.
Proficient in Windows desktop environments and applications, with hands-on experience in configuring, upgrading, and supporting Windows operating systems.
Knowledge of cabling and wiring maintenance, including installation, troubleshooting, and repair of network and peripheral connections.
Familiarity with remote support tools and techniques for diagnosing and resolving issues in field locations.
Experience working independently at customer or field sites with minimal direct supervision.
Experience working within an IT service management (ITSM) system for incident, request, and asset tracking.
Experience coordinating with third-party vendors or service providers during hardware installation, repair, or site support activities.
Must be capable of lifting up to 50 lbs., walking significant distances onsite, and navigating varied conditions (e.g., weather, terrain).
Must be able to work in varied environmental conditions, including heat, cold, noise, and dust, for extended periods as required by site conditions.

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
Four-year degree in information technology or related field

Responsibilities

Respond to help requests from end users by phone, remote support tools, and on-site engagement, maintaining a courteous and service-oriented approach.
Prioritizes and troubleshoots incidents.
Performs hands-on fixes at the desktop level, including installing and upgrading software, hardware diagnostics, and configuring systems and applications.
Record, track, and document end-user information, troubleshooting steps, actions taken, and final resolution details in the appropriate IT service management system.
Identifies and learns software and hardware used and supported by the organization.
Applies diagnostic utilities to aid in troubleshooting.
Assist end users with basic software, hardware, and peripheral device operation to support effective use of standard technology tools.
Installs, upgrades, supports, and standardizes software offerings.
Installs, upgrades, and supports printers, hardware, and peripheral equipment.
Participate in scheduled on-call rotation assignments as required to support business operations.
Adheres to organizational asset, change, problem, and incident management processes.
Accesses software updates, drivers, knowledge bases, and frequently asked question (FAQ) resources on the Internet to aid in problem resolution.
Tests fixes to ensure problem has been adequately resolved.
Develops help sheets and knowledgebase articles for end users.
Tracks all IT assets at assigned location(s).
Configures and deploys hardware assets, including imaging.
Requests and coordinates vendor support.
Troubleshoots remote and local network connectivity.
Ensures availability and reliability of computer resources at remote sites.
Participate in site leadership or operational meetings as appropriate and provide regular IT status updates to relevant stakeholders.
Actively participates in continuous learning in any/all applicable topics.
Deliver day-to-day technical support for site users, including troubleshooting incidents, resolving hardware and software issues, and testing fixes to confirm resolution.
Configure, image, deploy, refresh, and support user hardware, printers, peripherals, and related endpoint equipment in alignment with corporate schedules and standards.
Serve as the local IT resource to facilitate and support Corporate IT and Timberlands IT projects at the site level.
Advocate for IT standards, ensuring local solutions align with enterprise policies and technical guidelines.
Support technology implementation projects such as security camera installs or infrastructure upgrades.
Act as the primary point of contact for IT vendors on-site, facilitating installations and maintenance.
Maintain clean, organized, and compliant IDF/MDF rooms and site IT infrastructure.
Travel regularly to multiple assigned sites within the region to provide consistent support, complete scheduled site visits, and respond to operational or project needs.
Support multiple Timberlands sites across a defined geographic territory while managing competing priorities, travel schedules, and site-specific needs.
Performs scheduled and mandatory site visits based on established cadence, operational need, or project requirements.
Provides remote technical support for field sites when travel is not feasible due to time, weather, safety, or site accessibility constraints.
Works effectively in remote, industrial, and outdoor environments while adhering to site safety requirements and operational protocols.
Coordinates IT support activities to minimize disruption to site operations and business critical workflows.
Assists other ETS Field Services teams or business units with on site technical support as required, while maintaining primary responsibility for assigned Timberlands sites.
Provide hands-on field support for approved corporate or regional IT initiatives while maintaining assigned site support responsibilities.
Ensures timely and accurate documentation of site conditions, recurring issues, and key infrastructure changes to support service continuity and knowledge transfer.

Benefits

medical
dental
vision
short and long-term disability
life insurance
pre-tax Health Savings Account option which includes a company contribution
voluntary Long-Term Care
Employee Assistance Programs
personal volunteerism
diversity networks
mentoring
training and development opportunities
company’s 401k plan, which includes a paid company match in addition to our contribution equal to 5% of your eligible pay
3-weeks of paid vacation to use during your first year of employment
vacation accrual after six months of employment
eleven paid holidays per year
paid parental leave for all full-time employees