Technical Support Analyst II

Technical Support Analyst II

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 systems. This role will work closely with business users, on site staff, and centralized IT/OT enterprise teams, and will take part in the after-hours/on-call rotation. Typical duties include:

• Fielding incoming help requests from end users in a courteous and professional manner
• Recording, tracking, and documenting the problem-solving process through to final resolution
• Identifying and learning software and hardware technology used and supported by the organization
• Performing hands-on resolution at the desktop level, including installing and upgrading software, hardware diagnostics, and configuring systems and applications
• Familiarizing end users with basic software, hardware, and peripheral device operation
• Installing, upgrading, and supporting desktops, laptops, printers, Vehicle Mounted Terminals (VMT)'s, network switches, cameras, wireless AP's, Internet Circuit's, VoIP, and other systems
• Adhering to organizational asset, change, problem, and incident management processes
• Tracking all IT/OT assets at assigned location
• Maintaining assigned servers (physical and/or virtual) and ensuring all updates are applied in accordance with organizational guidelines
• Coordinating and assisting with site Process Control (OT) lead on OT/IT disaster recovery efforts, OT device patching, Device image and deployment
• Providing regular status updates via email to site and IT/OT lead teams and actively participating in IT/OT Team meetings
• Serving as the primary IT support resource for a designated home mill, providing consistent on-site support and coordination with enterprise IT teams
• Providing supplemental onsite or remote support to other Wood Products locations as needed for coverage, special projects, or during absences
• Supporting IT operations within an active manufacturing environment, coordinating work to minimize disruption to production systems and site operations

Qualifications:

• 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, Printing, Server Management, with demonstrated broad-based technical abilities
• Skilled and experienced supporting desktops, laptops, printers, switches, wireless AP's, Internet Circuit's, VoIP, VPN, general infrastructure etc.
• Problem-solving skills and the ability to learn new technologies
• Demonstrate and actively document incidents, changes and technology assets in enterprise ITSM systems
• Strong oral and written communication skills
• 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
• Experience supporting the IT/OT infrastructure needs of a manufacturing facility
• Four-year degree in information technology or related field
• Experience with Rockwell Suite of PLC tools, AssetCentre, FactoryTalk Directory

About Weyerhaeuser:

We sustainably manage forests and manufacture products that make the world a better place. We're serious about safety, driven to achieve excellence, and proud of what we do. With multiple business lines in locations across North America, we offer a range of exciting career opportunities for smart, talented people who are passionate about making a difference. We know you have a choice in your career. We want you to choose us.

What We Offer:

• Compensation: This role is eligible for our annual merit-increase program, and we are targeting a salary range of $82,500-$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: When you join our team, you and your dependents will be offered coverage under our comprehensive employee benefits plan, which includes medical, dental, vision, short and long-term disability, and life insurance. We offer a pre-tax Health Savings Account option which includes a company contribution. Other benefit options are also available such as voluntary Long-Term Care and Employee Assistance Programs. We also support personal volunteerism, sponsor a host of diversity networks, promote mentoring, and provide training and development opportunities to help you chart your path to a fulfilling career.
• Retirement: Employees are able to enroll in our company's 401k plan, which includes a paid company match in addition to our annual contribution equal to 5% of your base salary.
• Paid Time Off or Vacation: We provide eligible employees who are scheduled to work 25 hours or more per week with 3-weeks of paid vacation to use during your first year of employment. In addition, after being employed for six months, eligible employees begin to accrue vacation for future use. We also recognize eleven paid holidays per year, providing a total of 88 holiday hours and paid parental leave for all full-time employees.

Weyerhaeuser is an equal opportunity employer. Inclusion is one of our five core values and we strive to maintain a culture where all our people feel a sense of belonging, opportunity and shared purpose. We are committed to recruiting a diverse workforce and supporting an equitable and inclusive environment that inspires people of all backgrounds to join, stay and thrive with our team.