Level 2 Support Technician

Overview

The Level 2 Support Technician will be a member of the 84 Lumber THQ Level 2 Support team providing remote and local technical support to THQ, Store and Plant associates for a wide range of 84 Lumber standard technologies including client hardware, client applications, telecommunications and data networking. This role provides support for design and production hardware and software technologies associated with 84 Lumber Components and EWP Manufacturing locations. The Level 2 Support Technician will help ensure all aspects of client technology configuration, performance, and operation meet 84 Lumber standards to deliver high levels of associate productivity and customer satisfaction.

• Prioritize and resolve all assigned support requests in a timely manner using the 84 Lumber Incident Management tools.
• Respond to, identify, and resolve known issues leveraging both general IT knowledge and 84 Lumber knowledge assets.
• Partner with all levels of IT associates to help troubleshoot incidents, assist with local site installations, configuration and troubleshooting of infrastructure technology which may include client computers, manufacturing computers, routers, switches, NAS, infrastructure cabling, DMARK extensions, servers and printers.
• Support Manufacturing software and hardware for Components and EWP locations. This includes MiTek software products such as Structure, MVP, MiTek Production, saw computers, shop computers, Virtek laser systems, Wizard tables, associated networking and more.
• Onboarding of new hires including equipment setup, orientation, and initial training.
• Assist in training customers in their utilization of technology.
• Configure technology equipment as required including desktops, laptops, some servers, printers and various peripherals to stores and remote associates
• Build and nurture relationships with 3rd party support partners to enhance the support experience for the 84 Lumber associates and systems that use their services
• Perform post-resolution follow-up to ensure reported incidents have been successfully resolved and root cause has been identified and eliminated when possible.
• Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented
• Maintain frequent communication with peers and IT teams to maintain awareness of issues or changing process/standards
• Occasional travel to 84 Lumber store and plant locations as required
• Project Management support for small scale client technology deployments
• All other duties as assigned

• Bachelor's Degree (Business Administration Computer Science or related field) or equivalent experience.
• 3+ years of experience supporting Microsoft products, Windows client systems, active directory, remote control technologies, laptop and desktop hardware, wired and wireless network technologies
• 3+ years of experience with Mitek, EWP vendors, Components Manufacturing design or production preferred
• Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action
• Relentless dedication to customer service in both words and actions
• Works with minimum supervision, proactively follows up on outstanding issues/tickets
• Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively
• Strong analytical, prioritizing, interpersonal, problem-solving skills
• Strong verbal and written communication skills
• Demonstrated collaborative skills and ability to work well within a team
• Ability to work in a fast-paced and deadline-oriented environment
• Self-motivated with critical attention to detail, deadlines and reporting