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About the Role
As a Technology Support Analyst II, you will assist with technical support activities, including troubleshooting IT issues, performing equipment installations and maintenance, and providing end-user assistance. You will play a hands-on role in supporting IT systems and ensuring the smooth operation of technology infrastructure.
Responsibilities
- Provide hands-on technical support by diagnosing and resolving hardware, software, and network issues, ensuring timely and effective solutions.
- Support the setup, configuration, and maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.
- Manage service requests and incidents through the ticketing system, maintaining accurate records, clear communication, and prompt resolution.
- Collaborate with first-line support and escalate complex issues to the Technology Support Lead or specialized teams as needed.
- Identify recurring issues and recommend proactive, long-term solutions to improve system performance and user experience.
- Assist in delivering end-user training and guidance to enhance productivity and reduce common technical issues.
- Develop and maintain clear, user-friendly documentation for IT procedures, troubleshooting steps, and best practices.
- Partner with the Technology Support Lead and IT team to continuously improve service delivery and the overall support experience.
Requirements
- Minimum of 2 years of experience in a technical support role, with hands-on experience troubleshooting hardware and software issues.
- High school diploma or equivalent required; associate’s degree or technical certification preferred.
- Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and common productivity tools.
- Strong customer service skills, with the ability to communicate effectively with users of varying technical backgrounds.
- Foundational understanding of networking concepts and protocols.
- Demonstrated ability to learn quickly and adapt to new technologies and processes.
- Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.
Skills
- Hardware troubleshooting
- Software troubleshooting
- Network issue resolution
- End-user device setup and configuration
- Ticketing system management
- Customer service
- Technical communication
- Documentation
- Windows operating systems
- macOS operating systems
- Microsoft Office Suite
- Networking concepts
Experience Level
- 2+ years of experience in a technical support role
Education Level
- High school diploma or equivalent
- Associate's degree or technical certification preferred
Salary/Compensations
- $55,000-$65,000
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Health savings accounts
- Flexible spending accounts
- Life insurance
- Disability insurance
- 401(k) Savings Plan
- Employee assistance program
- Bonus eligible
About the Company
- John W. Danforth Company is one of the largest mechanical contractors in the Northeast.
- We believe our people are our greatest asset and invest in training, career development, employee engagement, and team support.
- We are committed to delivering industry-leading experiences for our customers across commercial and industrial HVAC, plumbing, refrigeration, advanced technology manufacturing, process piping, fabrication, mission-critical environments, and energy performance projects, backed by comprehensive service maintenance and repair.
Equal Opportunity
- As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success.
- Equal Opportunity Employer/Veterans/Disabled