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.