Do you like using your IT skills to solve complex problems in a highly collaborative environment? Join the UFP Industries' IT team where you will be integral to the continuous improvement of our company.General SummaryThe Onsite IT Customer Service Analyst will be responsible for supporting users onsite for all software, hardware, and network related problems and projects across all UFP business segments. This will involve the support of current processes and products as well as assisting with the development of new processes and standards regarding implementation of off system solutions into the UFP Infrastructure, onsite projects, and general technical issues. They will need to be comfortable in a customer-facing environment. This position requires the individual to have clear communication, be professional and courteous, and be able to solve issues in a timely manner. This role will provide the technician an opportunity to learn new technologies as well as help execute the goals of the Onsite Customer Service team.Works under general supervision; relies on experience and judgment to plan and accomplish goals and requires a certain degree of creativity and autonomy to perform the job.Principal Duties and ResponsibilitiesOnsite problem recognition, research, isolation, resolution, and follow-up for all facilities within the UFP business segmentsAssists with onsite implementation during domain migrationsTransitioning the support of off-system applications to the UFP IT Customer Service teamResponds to customers quickly and thoroughly troubleshoots issues until completion or escalationContinuous development of diagnostic and technical skills that aligns with the ever-changing IT environmentDocumentation of incident resolutions as well as contributing to the IT knowledgebaseCreating documentation for 3rd party applicationsPerforms other duties as assignedTravel to facilitiesLocationThe position will work out of the UFP Chicopee office in Chicopee, Massachusetts.Job SpecificationsThis position requires travel up to 25% of the yearKnowledgeProficient in documenting technical processes and proceduresExtensive working experience of systems administration in medium to large enterprisesExperience with UFPI organization and culture strongly preferredBachelor’s degree in computer science or equivalent experience is requiredKnowledge and experience in the following areas:Windows 11/10/8/7Experience diagnosing and resolving performance issuesSolid knowledge of networking protocols (HTTP/S, S/FTP, TCP/IP, DNS, DHCP, etc.)Microsoft Active DirectoryGroup PoliciesWindows Server Administration (2012/2016/2019)Windows Hyper-VMaintaining consistent system documentationSkills and abilitiesProficiency in the use of the English language in reading, writing, and speakingStrong analytical skills in making the appropriate business and technical decisionsAbility to successfully interact with all organizational levelsStrong interpersonal, teamwork, organizational, and workload planning skills are essential for this positionAbility to function independently and produce results that meet standards of quality, timeliness, and acceptabilityAbility to work effectively within a team environment, with other IT groups and our business partnersAbility to pass a drug testThe Company is an Equal Opportunity Employer.
