Technical Analyst II

## Technical Analyst IIApply:
Grand Rapids, MI (IT Building):
Full time:
Posted Today:
End Date:
October 29, 2026 (13 days left to apply):
R23104
** 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  (Azure ), 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 Service Now, Freshworks, or similar ITSM platform.
* Create and maintain Knowledge Base articles, support documentation, and technical procedures
* Set up and support time clocks
* 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 Service Now, 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.
*