Analyst, Technical Support II

For more than 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers.

We are the #1 manufacturer of residential cabinets in North America, and our associates produce the most comprehensive portfolio of superior cabinetry products for the kitchen, bath and other parts of the home.

Come see why our associates love working at MasterBrand.

Job Description:

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.

Organizational Relationship

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

Responsibilities:


* 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 Service...