Technical Support Analyst Jobs in the United States

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Description
Under general guidance, the Timberlands Field Technical Support Analyst II provides mid-level technical support, problem solving, implementation, and documentation for assigned Timberlands East Coast 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.