Technical Support Analyst II

About the role

The Technical Support Analyst II provides mid-level technical support, problem solving, implementation, and documentation for assigned site locations under general guidance. 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.

Responsibilities

• Respond to help requests from end users by phone, remote support tools, and on-site engagement, maintaining a courteous and service-oriented approach.
• Prioritize and troubleshoot incidents.
• Perform 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.
• Identify and learn software and hardware used and supported by the organization.
• Apply 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.
• Install, upgrade, support, and standardize software offerings.
• Install, upgrade, and support printers, hardware, and peripheral equipment.
• Participate in scheduled on-call rotation assignments as required to support business operations.
• Adhere to organizational asset, change, problem, and incident management processes.
• Access software updates, drivers, knowledge bases, and frequently asked question (FAQ) resources on the Internet to aid in problem resolution.
• Test fixes to ensure problems have been adequately resolved.
• Develop help sheets and knowledgebase articles for end users.
• Track all IT assets at assigned location(s).
• Configure and deploy hardware assets, including imaging.
• Request and coordinate vendor support.
• Troubleshoot remote and local network connectivity.
• Ensure 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 participate 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.
• Perform scheduled and mandatory site visits based on established cadence, operational need, or project requirements.
• Provide remote technical support for field sites when travel is not feasible due to time, weather, safety, or site accessibility constraints.
• Work effectively in remote, industrial, and outdoor environments while adhering to site safety requirements and operational protocols.
• Coordinate IT support activities to minimize disruption to site operations and business-critical workflows.
• Assist 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.
• Ensure timely and accurate documentation of site conditions, recurring issues, and key infrastructure changes to support service continuity and knowledge transfer.

Requirements

• Associate’s degree in Information Technology or equivalent combination of education and experience.
• 3–5 years of experience in IT support or related field.
• Strong working knowledge of Windows 10/11, basic networking, mobile device management, and general end-user technologies.
• Demonstrated experience in supporting physical hardware and troubleshooting on-site.
• Valid driver’s license and ability to travel regularly.
• Experience supporting infrastructure, manufacturing, or enterprise IT initiatives in a site-based environment.
• Experience with camera systems and related technologies, including installation, troubleshooting, and maintenance.
• Proficient in Windows desktop environments and applications, with hands-on experience in configuring, upgrading, and supporting Windows operating systems.
• Knowledge of cabling and wiring maintenance, including installation, troubleshooting, and repair of network and peripheral connections.
• Familiarity with remote support tools and techniques for diagnosing and resolving issues in field locations.
• Experience working independently at customer or field sites with minimal direct supervision.
• Experience working within an IT service management (ITSM) system for incident, request, and asset tracking.
• Experience coordinating with third-party vendors or service providers during hardware installation, repair, or site support activities.
• Demonstrated safety focus.

Skills

Highly valued skills include:

• Microsoft certifications – MCITP (Microsoft Certified IT Professional), MCDST (Microsoft Certified Desktop Support Technician), MCP (Microsoft Certified Professional).
• CCNA – Certified Cisco Network Associate or similar.
• Four-year degree in information technology or related field.

What Success Looks Like Within The First 6-12 Months

• High levels of user satisfaction from annual surveys and on-site feedback.
• Timely closure of support tickets and smooth completion of refresh programs.
• Improved IT site organization and alignment with corporate standards.
• Visible contributions to site-level IT process improvement and communication.
• Demonstrates consistent follow-through on assigned work, meeting commitments and timelines with minimal rework or escalation.
• Maintains accurate and timely documentation of work performed, site conditions, and recurring issues to support continuity and team effectiveness.
• Proper use of ITSM tools and processes results in accurate ticket categorization, asset records, and improved visibility into site support trends.
• Demonstrates increased technical effectiveness and independence through ongoing learning, training, and application of new skills in day-to-day support activities.

Growth and Development Opportunities

• Opportunities to build experience across manufacturing, infrastructure, and enterprise IT program work.
• Support for training through platforms like Pluralsight and internal mentorship.
• Potential to grow into roles in project management, IT design, or enterprise support functions.
• Opportunities to expand depth in specific technical domains (e.g., endpoint management, networking basics, ITSM processes, or field infrastructure support) based on interest and business need.
• Exposure to cross-functional collaboration with other IT teams, vendors, and business partners to broaden understanding of enterprise IT operations.
• Opportunities to take on increased responsibility within the Analyst II role through expanded site coverage, complex troubleshooting, or participation in larger initiatives.

About Weyerhaeuser

At Weyerhaeuser, we are the world’s premier timber, land, and forest products company. Sustainability is the founding concept of our business and our values drive every decision to ensure we continue to lead the forestry industry in sustainability practices. We recognize that our success is dependent on the success of our people. For over 100 years, our Weyerhaeuser team has been making a difference in the world – from the seedlings we plant, to the forests and trees we nurture, we ensure every acre is managed with diligence, patience, and pride. That’s the Weyerhaeuser way.

Pay

This role is eligible for our annual merit-increase program, and we are targeting a salary range of $82,533 - $123,800 based on your level of skills, qualifications, and experience. You will also be eligible for our Annual Incentive Program, which offers a cash bonus targeting 7% of base pay. Potential plan funding may range from zero to two times that target.

Benefits

• Comprehensive employee benefits plan, including medical, dental, vision, short and long-term disability, and life insurance.
• Pre-tax Health Savings Account option with a company contribution.
• Voluntary Long-Term Care and Employee Assistance Programs.
• Support for personal volunteerism, diversity networks, mentoring, and training and development opportunities.
• 401k plan with a paid company match and an additional company contribution equal to 5% of your eligible pay.
• 3 weeks of paid vacation during your first year of employment, accruing additional vacation after six months.
• Eleven paid holidays per year, providing a total of 88 holiday hours.
• Paid parental leave for all full-time employees.

Schedule

• Full-time position.
• Regular travel to multiple operational sites within a designated region is required and may vary based on site support, operational, and project needs.
• Travel may include extended driving, overnight stays, and variable work schedules based on site location, operational need, or project requirements.
• Work in office, field, outdoor, mill, or other operational environments where site-specific safety requirements, including PPE, may apply.
• Work may be performed at remote or outdoor locations with limited on-site infrastructure, facilities, or immediate access to replacement equipment.
• Compliance with all company safety policies and site-specific safety requirements, including required safety training and use of appropriate personal protective equipment.
• Capable of lifting up to 50 lbs., walking significant distances onsite, and navigating varied conditions (e.g., weather, terrain).
• Able to work in varied environmental conditions, including heat, cold, noise, and dust, for extended periods as required by site conditions.