Technical Support Analyst

Company Description

For nearly 70 years, Master Brand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices.

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The Technical Analyst II implements and supports facility and division desktop equipment and is the key technical resource responding to end-user desktop incidents and requests at the plant facility. Problems beyond their ability or responsibility are communicated promptly to senior-level support personnel. Support to other division and facility DT (Digital Technology) personnel is provided, as warranted, and participation in 24x7 on‑call support is provided based on division DT staff rotation.

The Technical Analyst II adheres to and supports MBC DT policies and procedures, and recommends process changes that improve the implementation, maintenance and support of DT desktop equipment and software. Based on proficiency with PC‑based equipment and cabling, the Technical Analyst II can provide expanded on‑site support to technical resources, if needed.

The Technical Analyst II position reports to the DT Technical Support Manager.

• Provides a superior customer support experience for users while troubleshooting issues over the telephone and providing timely follow‑up on open customer issues.
• Effectively troubleshoot issues for software on all platforms including desktops, servers, iSeries, and Mainframe.
• Enter, assign, and escalate issue tickets entered in our Help Desk software, as needed.
• Set‑up new computers and provide technical support for desktop and laptop computers.
• Monitor and manage entire lifecycle of service resources to optimize DT investments.
• Installs and repairs facility equipment and software, including but not limited to thin clients, personal computers, printers, cabling, scanners, and related software products.
• Analyzes and provides hands‑on support for moderate to complex inquiries. Determines appropriate technical resource to resolve the problem and coordinates with other technical areas, as needed.
• Performs facility‑based moves, adds, and changes (MACs), as needed.
• Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures.
• Reviews problem tracking databases to identify trends and CI opportunities.
• Provides 24x7 on‑call support based on division and responds to issues as warranted.
• Recommends process changes that improve the implementation, maintenance and support of desktop equipment and software.
• Effectively works with customers, Service Desk and Technical Services personnel.
• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance.
• Adheres to and supports DT standards, policies and procedures.
• Perform other duties as assigned.

• Ability to follow documented operational procedures and independently organize, coordinate, and complete job orders.
• Ability to install and configure pc components, including Windows operating systems, software applications and printers.
• Ability to communicate with staff and other departmental representatives concerning job order needs or assignments.
• Ability to plan, organize, prioritize and follow‑up on tasks to complete work as scheduled and to meet deadlines.
• Ability to troubleshoot computer and peripheral issues on both inbound and outbound calls.
• Ability to investigate and solve hardware and/or software setup problems or errors using established procedures; possesses strong analytical skills.
• Ability to provide onsite and telephone support to customers and perform call triage/escalate…