Technical Analyst II: Tier-2 IT Support & Systems

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

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.