Technical Analyst I

UFP Industries, Inc.; Grand Rapids (MI); On-site; USD 45,000 - 75,000; Full time

Job summary

UFP Industries, Inc. is seeking a Customer Service Technical Analyst I at our Grand Rapids, MI corporate IT office. You will provide frontline IT support across hardware, software, network, and business systems, diagnose issues, and guide users to solutions.

This role offers hands-on IT experience, collaboration with IT teams, and opportunities to develop troubleshooting, customer service, and technical skills while supporting a fast-paced environment.

Qualifications

• Bachelor’s degree in IT, Information Systems, or a related field.
• ITIL knowledge or certification.
• Experience with Windows 10/11, Microsoft 365, Active Directory, Citrix, ServiceNow or Freshworks, Remote support tools, Printers, copiers, tablets, and other end-user devices.

Responsibilities

• Troubleshoot hardware, software, network, and business system issues.
• Provide timely, professional support and communicate solutions in user-friendly terms.
• Resolve incidents when possible and elevate more complex issues appropriately.
• Document solutions and maintain knowledge base articles.
• Build technical expertise across supported IT systems and services.
• Partner with other IT teams on projects and process improvements.
• Participate in occasional rotational after-hours support.
• Up to 25% travel expected.

Skills

Troubleshooting

Customer service

Technical support

Communication

Documentation

Team collaboration

Education

Bachelor's degree in IT or Information Systems

Tools

Windows 10/11

Microsoft 365

Active Directory

Citrix

ServiceNow or Freshworks

Remote support tools

Printers & end-user devices

Job description

Job Summary The Customer Service Technical Analyst I provides frontline technical support for employees across a variety of hardware, software, network, and business systems. Working in a call center environment, this role diagnoses technical issues, guides users through solutions, and ensures issues are resolved or properly escalated. This is an opportunity to build hands-on IT experience across multiple technologies while developing troubleshooting, customer service, and technical skills.

Location: Grand Rapids, MI – Corporate IT Office

Key Responsibilities

• Troubleshoot hardware, software, network, and business system issues.
• Provide timely, professional support and communicate solutions in user-friendly terms.
• Resolve incidents when possible and elevate more complex issues appropriately.
• Document solutions and maintain knowledge base articles.
• Build technical expertise across supported IT systems and services.
• Partner with other IT teams on projects and process improvements.
• Participate in occasional rotational after-hours support.
• Up to 25% travel expected.

Preferred Qualifications

• Bachelor’s degree in IT, Information Systems, or a related field.
• ITIL knowledge or certification.
• Experience with technologies such as: Windows 10/11, Microsoft 365, Active Directory, Citrix, ServiceNow or Freshworks, Remote support tools, Printers, copiers, tablets, and other end-user devices.

The Company is an Equal Opportunity Employer.

We work hard, and we know how to set and beat records. We’re competitive. Our line of work is demanding, but you’ll get back what you put in and have fun doing it. We’re family. We care for each other and want to see each other succeed. We enjoy watching each other build great careers and take advantage of the many opportunities we have to advance. And that makes UFP Industries a great place to be. We work hard and smart. We learn and grow from each other, from experience, from trial and error, from success. We collaborate to maintain our competitive edge. And we do it all on a global scale.