Technology Support Analyst II

John W. Danforth Company•Dublin, OH

About The Position

As a Technology Support Analyst II at John W. Danforth Company, 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. John W. Danforth Company is a mechanical contractor serving commercial and industrial HVAC, plumbing, refrigeration, advanced technology manufacturing, process piping, fabrication, mission-critical environments, and energy performance projects, with service maintenance and repair. The company emphasizes training, career development, employee engagement, and team support.

Requirements

Minimum of 2 years of experience in a technical support role, with hands-on experience troubleshooting hardware and software issues.
High school diploma or equivalent required.
Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and common productivity tools.
Strong customer service skills and the ability to communicate effectively with users of varying technical backgrounds.
Foundational understanding of networking concepts and protocols.
Demonstrated ability to learn quickly and adapt to new technologies and processes.

Nice To Haves

Associate’s degree or technical certification.
Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent.

Responsibilities

Diagnose and resolve hardware, software, and network issues, providing timely and effective solutions.
Set up, configure, and maintain end-user devices, including desktops, laptops, mobile devices, and peripherals.
Manage service requests and incidents through the ticketing system, maintaining accurate records, clear communication, and prompt resolution.
Collaborate with first-line support and escalate complex issues to the Technology Support Lead or specialized teams as needed.
Identify recurring issues and recommend proactive, long-term solutions to improve system performance and user experience.
Assist in delivering end-user training and guidance to enhance productivity and reduce common technical issues.
Develop and maintain clear, user-friendly documentation for IT procedures, troubleshooting steps, and best practices.
Partner with the Technology Support Lead and IT team to continuously improve service delivery and the overall support experience.