Technology Support Analyst II

John W Danforth Company • Town of Clifton Park, NY

5h

About The Position

Come join John W. Danforth Company, one of the largest mechanical contractors in the Northeast! We believe our greatest asset is our people, and we are committed to hiring team members who are passionate about delivering industry-leading experiences to our customers across HVAC, refrigeration, critical environments, custom metal fabrication, energy performance, and specialty mechanical projects. As a Technology Support Analyst II, you will assist with technical support activities, including troubleshooting IT issues, performing equipment installations and maintenance, and providing end-user assistance. You will play a hands-on role in supporting IT systems and ensuring the smooth operation of technology infrastructure. Are you interested in working with innovative technology? Do you have a passion for customer service and a desire to improve technical support? If you want to have a significant impact on the company's technological advancements and overall success, this is the opportunity for you.

Requirements

• High school diploma or equivalent is required
• Minimum of 2 years of experience in technical support roles, with hands-on experience in hardware and software troubleshooting
• Must be familiar with Windows and macOS operating systems, Microsoft Office Suite, and common productivity applications
• Strong customer service skills, with the ability to communicate effectively with end-users of varying technical levels
• Basic understanding of networking concepts and protocols
• Willingness to learn and adapt to new technologies and procedures
• Must have the integrity, enthusiasm and willingness to represent company in the most professional, positive manner

Nice To Haves

• associate's degree or technical certification is preferred
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable

Responsibilities

• Assist with diagnosing and resolving hardware, software, and network issues for end-users, ensuring efficient and timely resolutions.
• Support the setup, configuration, and ongoing maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.
• Log, track, and resolve service requests and incidents using the organization's ticketing system, ensuring clear communication and timely updates.
• Collaborate with the first-line support team, escalating unresolved or complex issues to the Technology Support Manager or other specialized teams.
• Identify recurring technical issues, providing recommendations for long-term solutions and improvements.
• Assist with training sessions to help users improve efficiency and reduce common technical problems.
• Maintain and update user-friendly documentation for common issues, solutions, and IT procedures.
• Work closely with the Technology Support Manager and other IT staff to improve service delivery and enhance the overall support experience.

Benefits

• Medical, dental, disability, and life insurance
• 401(k) with company match
• Competitive PTO, holidays, and additional incentives
• Medical, dental, vision, life, disability, paid time off, and a 401(k) with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees