Technical Support Analyst II

Primary Location

USA-OR-Eugene

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.