Technology Support Analyst II

Job Description

Job Description

Come join John W. Danforth Company , one of the largest mechanical contractors in the Northeast!

We believe our greatest asset is our people, and we are committed to hiring team members who are passionate about delivering industry-leading experiences to our customers across HVAC, refrigeration, critical environments, custom metal fabrication, energy performance, and specialty mechanical projects.

As a Technology Support Analyst II , you will assist with technical support activities, including troubleshooting IT issues, performing equipment installations and maintenance, and providing end-user assistance. You will play a hands-on role in supporting IT systems and ensuring the smooth operation of technology infrastructure.

Are you interested in working with innovative technology? Do you have a passion for customer service and a desire to improve technical support? If you want to have a significant impact on the company's technological advancements and overall success, this is the opportunity for you .

What We Offer:

Danforth invests in you and your future with employee engagement, team support, career development, and mentoring
We are a professional organization offering quality benefits, including:

• Medical, dental, disability, and life insurance
• 401(k) with company match
• Competitive PTO, holidays, and additional incentives

What We Ask of You:

• Technical Support: Assist with diagnosing and resolving hardware, software, and network issues for end-users, ensuring efficient and timely resolutions.
• Device Management: Support the setup, configuration, and ongoing maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.
• Ticket Management: Log, track, and resolve service requests and incidents using the organization's ticketing system, ensuring clear communication and timely updates.
• Escalations: Collaborate with the first-line support team, escalating unresolved or complex issues to the Technology Support Lead or other specialized teams.
• Proactive Problem Solving: Identify recurring technical issues, providing recommendations for long-term solutions and improvements.
• End-User Education: Assist with training sessions to help users improve efficiency and reduce common technical problems.
• Documentation: Maintain and update user-friendly documentation for common issues, solutions, and IT procedures.
• Team Collaboration: Work closely with the Technology Support Lead and other IT staff to improve service delivery and enhance the overall support experience.

Experience & Competencies:

• High school diploma or equivalent is required, and an associate's degree or technical certification is preferred
• Minimum of 2 years of experience in technical support roles, with hands-on experience in hardware and software troubleshooting
• Must be familiar with Windows and macOS operating systems, Microsoft Office Suite, and common productivity applications
• Strong customer service skills, with the ability to communicate effectively with end-users of varying technical levels
• Basic understanding of networking concepts and protocols
• Willingness to learn and adapt to new technologies and procedures
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable
• Must have the integrity, enthusiasm, and willingness to represent company in the most professional, positive manner

Compensation & Benefits

Danforth offers a competitive compensation and benefits package , including medical, dental, vision, life, disability, paid time off, and a 401(k) with company match .
The estimated compensation range for this role is $62,400–$68,400 , depending on education, qualifications, experience, and location.

John W. Danforth Company, an EMCOR Company, is an equal opportunity employer committed to a workplace free from discrimination. All qualified applicants will be considered without regard to race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or any other protected characteristic.