Technical Support Analyst II

Background:

This role is responsible for deployment, maintenance, and technical support of desktops, laptops, servers, client devices, switches, AP’s, printers, specialty equipment, digital signage, security, access control, cameras and other ancillary IT/OT systems. This role will work closely with business users, mill site staff, and IT / OT teammates.

Typical Duties:

- Field incoming help requests from end users in a courteous and professional manner

- Record, track, and document the problem-solving process through to final resolution

- Identify and learn software and hardware used and supported by the organization

- Perform hands-on fixes at the desktop level, including installing and upgrading software, hardware diagnostics, and configuring systems and applications

- Familiarize end users with basic software, hardware, and peripheral device operation

- Install, upgrade, and support desktops, laptops, servers, printers, switches, wireless AP’s, Internet Circuit’s, VoIP, CCTV, and other ancillary systems

- Adhere to organizational asset, change, problem, and incident management processes

- Track all IT / OT assets at assigned location

- Maintain assigned servers (physical and/or virtual) and ensure all updates are applied in accordance with organizational guidelines

- Actively participate in IT / OT Team meetings

Requirements:

- Demonstrated safety focus

- Associate’s degree in information technology or equivalent combination of education and/or experience

- Three plus years’ experience in technical administration of PCs, Printers, Servers, with demonstrated broad-based technical abilities

- Skilled and experienced supporting desktops, laptops, servers, printers, switches, wireless AP’s, Internet Circuit’s, VoIP, VPN, general infrastructure etc.

- Problem-solving skills and the ability to learn new technologies

- Strong oral and written communication skills

Highly Valued Skills:

- Experience supporting the IT infrastructure needs of a manufacturing facility

- Experience supporting the OT infrastructure needs of a manufacturing facility

- Process Control Technician / Engineer

- Microsoft, Google, CISCO, ITIL or similar Certifications

- Four-year degree in information technology or related field