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 issues, and key infrastructure changes to support service continuity and knowledge transfer.Working Conditions & Physical Requirements
- 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.
- Comply with all company safety policies and site-specific safety requirements, including required safety training and use of appropriate personal protective equipment.
- Must be capable of lifting up to 50 lbs., walking significant distances onsite, and navigating varied conditions (e.g., weather, terrain).
- Must be able to work in varied environmental conditions, including heat, cold, noise, and dust, for extended periods as required by site conditions.
Qualifications- Demonstrated safety focus
- 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.
Highly Valued Skills:- Microsoft certifications - MCITP - MS Certified IT Professional, MCDST - MS Certified Desktop Support Technician, MCP - MS 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.
