Level 2 Manufacturing Technologies Support Technician

Reference #: 16196 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 desktop hardware, client applications, telecommunications and data networking. In addition, this role provides support for technologies associated with the hardware and software used by our 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. Responsibilities 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 Level 3 IT associates to help troubleshoot more complex 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. Perform post-resolution follow-up to ensure reported incidents have been successfully resolved and root cause has been identified and eliminated when possible. Assist in training customers in their utilization of technology. 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 Configure technology equipment as required including desktops, laptops, some servers, printers and various peripherals to stores and remote associates 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 Support Manufacturing software and hardware for Components and EWP locations Occasional travel to 84 Lumber store and plant locations as required Project Management support for small scale client technology deployments On-boarding of new hires including equipment setup, orientation, and initial training All other duties as assigned Qualifications 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 EOE of Minorities/Females/Vets/Disability

Created: 2024-10-19