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 vendorDemonstrate excellent verbal and written communication skillsSupport PC hardware and software in client-server environmentsApply advanced technical troubleshooting skillsMaintain working knowledge of Microsoft Active Directory, Entra ID (Azure ID), SCCM, Intune along with other server technologiesSupport tablets, peripherals, scanners, and mass storage devicesApply advanced knowledge of LAN and WAN technologies, including routers, firewalls, switches, wireless access points, and VPNsMaintain expert knowledge of Microsoft Office applicationsManage incidents, service requests, assets, and documentation using ServiceNow, Freshworks, or similar ITSM platform.Create and maintain Knowledge Base articles, support documentation, and technical proceduresSet up and support timeclocksPerform software deployments, operating system installations, reimaging and upgrade operating systemsManage hardware warranties, repairs, and RMAsSupport and maintain printersTravel up to 25% as requiredPerform other duties as assigned Qualifications Minimum high school diploma or equivalent College-level IT coursework and/or certification preferredMinimum of 3 years of experience in a help desk or IT support roleStrong customer service, communication, and documentation skills.Advanced understanding of operating systems, business applications, printing systems, and network systemsAdvanced technical diagnostic skills Knowledge of IT applications, processes, software, and equipmentExperience 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. The Company is an Equal Opportunity Employer.