On-Site Support, Analyst II

Lincoln Electric; Fort Collins (CO); On-site; USD 60,000 - 85,000; Full time

Job summary

Lincoln Electric in Fort Collins, CO is seeking an IT On-Site Support Analyst II to manage incidents, service requests, and end-user training. You will work within Ivanti ITSM, resolve hardware and software issues, and deploy IT services in accordance with security policies.

The role emphasizes documentation, collaboration with desktop, network, and system teams, and a proactive approach to improving user experience in a fast-paced environment.

Qualifications

• Bachelor’s degree in computer science (or equivalent) with 2+ years supporting internal desktops and incident ownership.
• Knowledge of Microsoft Active Directory, M365, Teams, OneDrive, Intune, Windows OS, iOS, security and deployment.
• Hands-on experience with hardware/network/software troubleshooting.
• Experience building and maintaining LAN/WAN networks and Wi‑Fi configurations.
• Strong communication and teamwork; ability to train end-users and document solutions.

Responsibilities

• Provide advanced technical support to end-users for hardware and software issues.
• Install, configure, and maintain desktops, laptops, mobiles, printers, and peripherals.
• Manage user accounts, permissions, and access control; perform password resets and provisioning.
• Resolve network connectivity issues; escalate complex cases when needed.
• Maintain documentation and update knowledge base articles.
• Enforce security policies and protect sensitive data.
• Collaborate with other IT teams to resolve cross-functional issues.
• Provide end-user training on hardware/software usage and security best practices.

Skills

End-user training

Customer service

Problem-solving

Team collaboration

Communication skills

Prioritization

Documentation

Education

Bachelor’s degree in computer science (equivalent)

Tools

Ivanti ITSM

Active Directory

Microsoft 365

Intune

Windows OS

LAN/WAN networking

Wi-Fi / AP configurations

A/V conference equipment

Job description

The IT On-Site Support Analyst II is an intermediate analyst job function, and is responsible for managing the tickets, tasks and projects from his/her support zone. The analyst will focus on resolving incidents, fulfilling service requests, and providing end user training and consulting. Responsible for implementation work related to deployment of IT services and equipment. The analyst must use technical tools, such as the knowledge base, and an IT service management system (Ivanti) to improve the end user experience.

Duties and Responsibilities:

• Working follow guidelines and moderate guidance
• Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.
• Install, configure, and troubleshoot software applications, operating systems, and updates. Ensure software compliance and licensing.
• Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
• Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.
• Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
• Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
• Experience with A/V conference room equipment and conference room troubleshooting.
• Following orientation from other IT teams, including desktop engineers, network administrators and system administrators, to resolve issues that require cross-functional expertise.
• Provide training to end-users on hardware and software usage, best practices, and security awareness.
• Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.

Education and Experience Requirements

• Bachelor’s degree in computer science (equivalent), and two years of experience supporting internal desktop systems, application training and overall incident ownership and management. 3 years of experience required if no degree.
• Working knowledge of Microsoft Active Directory, Microsoft M365 technologies (Teams, meetings, OneDrive, Enterprise Apps, Intune), Windows OS, Apple iOS, administration and security, deployment and management, automation technologies
• Experience with extensive hardware, network and software troubleshooting.
• Hands on experience on LAN/ WAN Networks; working and managing a switched network.
• Experience on how to make LAN cables, working with Wi-Fi / Access point configurations
• In depth knowledge of MS Teams, and other video conferencing and projection solutions,
• Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.
• Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.
• A strong commitment to providing excellent customer service and a patient, friendly demeanor.
• Ability to work effectively in a team and collaborate with other IT professionals.
• Efficiently manage and prioritize multiple support requests and tasks.
• Stay updated on the latest technological trends and adapt to new tools and technologies.
• Understand IT security best practices and the ability to enforce security policies.