Technical Analyst II

UFP Industries, Inc.; Grand Rapids (MI); On-site; USD 60,000 - 90,000; Full time

Job summary

UFP Industries, Inc. in Grand Rapids, MI is seeking a Technical Analyst II to provide Tier 2 IT support across facilities, offices and remote sites, resolving issues with hardware, software, networks, printers and business apps.

The role emphasizes strong communication, proactive incident management in ServiceNow or Freshworks, and collaboration with internal teams and vendors to minimize downtime.

Qualifications

• High school diploma or equivalent; IT coursework or certs preferred.
• At least 3 years in a help desk or IT support role.
• Strong customer service, communication, and documentation skills.
• Advanced understanding of OS, business apps, printing, and networks.
• Experience with ITSM platforms such as ServiceNow or Freshworks.
• Experience supporting manufacturing environments or remote locations.
• Ability to handle multiple priorities in a fast-paced setting.

Responsibilities

• Provide Tier 2 support for hardware, software, endpoint, network, and printer-related issues.
• Troubleshoot escalated Tier 1 issues through resolution or escalation to internal teams or vendors.
• Demonstrate excellent verbal and written communication skills.
• Support PC hardware and software in client-server environments.
• Apply advanced technical troubleshooting skills.
• Maintain knowledge of Active Directory, Entra ID/Azure ID, SCCM, Intune, and related server techs.
• Support tablets, peripherals, scanners, and mass storage devices.
• Manage LAN/WAN techs: routers, firewalls, switches, APs, VPNs.
• Maintain expert knowledge of Microsoft Office applications.
• Use ITSM tools to manage incidents, requests, assets, and docs.
• Create/maintain Knowledge Base articles and procedures.
• Set up and support timeclocks.
• Deploy software, OS installations, imaging, upgrades.
• Manage warranties, RMAs, and printer support.
• Travel up to 25% as required.
• Perform other duties as assigned.

Skills

Tier 2 Support

Customer Service

Communication

Education

High School Diploma or equivalent

IT coursework / certs preferred

Tools

ServiceNow

Freshworks

Active Directory

Intune

SCCM

Azure AD

Job description

## Technical Analyst IIApply: Grand Rapids, MI (IT Building): Full time: Posted Today: End Date: October 29, 2026 (13 days left to apply): R23104**Job Summary**The Technical Analyst II provides Tier 2 support and serves as an escalation point for Tier 1 teams. This role resolves issues with workstations, printers, networks, business applications, Microsoft 365, and vendor-supported systems across manufacturing facilities, corporate offices, and remote locations, partnering with internal IT and vendors to deliver excellent service and minimize downtime. **Principal Duties and Responsibilities*** Provide Tier 2 support for hardware, software, endpoint, network, and printer-related issues.* Troubleshoot escalated Tier 1 issues through resolution or further escalation to the appropriate internal team or vendor* Demonstrate excellent verbal and written communication skills* Support PC hardware and software in client-server environments* Apply advanced technical troubleshooting skills* Maintain working knowledge of Microsoft Active Directory, Entra ID (Azure ID), SCCM, Intune along with other server technologies* Support tablets, peripherals, scanners, and mass storage devices* Apply advanced knowledge of LAN and WAN technologies, including routers, firewalls, switches, wireless access points, and VPNs* Maintain expert knowledge of Microsoft Office applications* Manage incidents, service requests, assets, and documentation using ServiceNow, Freshworks, or similar ITSM platform.* Create and maintain Knowledge Base articles, support documentation, and technical procedures* Set up and support timeclocks* Perform software deployments, operating system installations, reimaging and upgrade operating systems* Manage hardware warranties, repairs, and RMAs* Support and maintain printers* Travel up to 25% as required* Perform other duties as assigned **Qualifications*** Minimum high school diploma or equivalent College-level IT coursework and/or certification preferred* Minimum of 3 years of experience in a help desk or IT support role* Strong customer service, communication, and documentation skills.* Advanced understanding of operating systems, business applications, printing systems, and network systems* Advanced technical diagnostic skills Knowledge of IT applications, processes, software, and equipment* Experience with ServiceNow, Freshworks, or similar ITSM platforms.* Experience supporting manufacturing environments, production facilities, or remote locations.* Experience managing multiple priorities in a fast-paced support environment.*The Company is an Equal Opportunity Employer.*