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.