Technical Analyst II

Job Summary

The Technical Analyst II provides Tier 2 support and serves as an escalation point for Tier 1 teams. This role resolves issues with workstations, printers, networks, business applications, Microsoft 365, and vendor-supported systems across manufacturing facilities, corporate offices, and remote locations, partnering with internal IT and vendors to deliver excellent service and minimize downtime.

Principal Duties and Responsibilities

- Provide Tier 2 support for hardware, software, endpoint, network, and printer-related issues. - Troubleshoot escalated Tier 1 issues through resolution or further escalation to the appropriate internal team or vendor - Demonstrate excellent verbal and written communication skills - Support PC hardware and software in client-server environments - Apply advanced technical troubleshooting skills - Maintain working knowledge of Microsoft Active Directory, Entra ID (Azure ID), SCCM, Intune along with other server technologies - Support tablets, peripherals, scanners, and mass storage devices - Apply advanced knowledge of LAN and WAN technologies, including routers, firewalls, switches, wireless access points, and VPNs - Maintain expert knowledge of Microsoft Office applications - Manage incidents, service requests, assets, and documentation using ServiceNow, Freshworks, or 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 upgrade operating systems - Manage hardware warranties, repairs, and RMAs - Support and maintain printers - Travel up to 25% as required - Perform other duties as assigned

Qualifications

- Minimum high school diploma or equivalent College-level IT coursework and/or certification preferred - 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.

The Company is an Equal Opportunity Employer.