Technical Support Analyst II

This role is located in our Kenora, ON Wood Products Manufacturing Facility, and is responsible for deployment, maintenance, and technical support of desktops, laptops, servers, client devices, switches, AP’s, printers, specialty equipment, digital signage, security, access control, cameras and other ancillary IT/OT systems. This role will work closely with business users, mill site staff, and IT / OT teammates, and will take part in the after-hours/on-call rotation. Typical Duties: - Field incoming help requests from end users in a courteous and professional manner - Record, track, and document the problem-solving process through to final resolution - Identify and learn software and hardware used and supported by the organization - Perform hands-on fixes at the desktop level, including installing and upgrading software, hardware diagnostics, and configuring systems and applications - Familiarize end users with basic software, hardware, and peripheral device operation - Install, upgrade, and support desktops, laptops, servers, printers, switches, wireless AP’s, Internet Circuit’s, VoIP, CCTV, and other ancillary systems - Adhere to organizational asset, change, problem, and incident management processes - Track all IT / OT assets at assigned location - Maintains assigned servers (physical and/or virtual) and ensure all updates are applied in accordance with organizational guidelines - Actively participate in IT / OT Team meetings