Technical Support Analyst II

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.

- Provides remote technical support for field sites when travel is not feasible due to time, weather, safety, or site accessibility constraints.

- Works effectively in remote, industrial, and outdoor environments while adhering to site safety requirements and operational protocols.

- Coordinates IT support activities to minimize disruption to site operations and business critical workflows.

- Assists other ETS Field Services teams or business units with on site technical support as required, while maintaining primary responsibility for assigned Timberlands sites.

- Provide hands-on field support for approved corporate or regional IT initiatives while maintaining assigned site support responsibilities.

- Ensures timely and accurate documentation of site conditions, recurring…