Timberlands FTS Technical Support Analyst II - Atlanta, GA
Job Description
_ATTENTION MILITARY AFFILIATED JOB SEEKERS_ - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to _Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers_. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
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 c...
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