Technical Support Analyst

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!

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.

Accountabilities

• 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 Services personnel.

• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance.

• Adheres to and supports DT standards, policies and procedures.

• Perform other duties as assigned.

Characteristics & Attributes

• Ability to follow documented operational procedures and independently organize, coordinate, and complete job orders.

• Ability to install and configure pc components, including Windows operating systems, software applications and printers.

• Ability to communicate with staff and other departmental representatives concerning job order needs or assignments.

• Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines.

• Ability to troubleshoot computer and peripheral issues on both inbound and outbound calls.

• Ability to investigate and solve hardware and/or software setup problems or errors using established procedures; Possesses strong analytical skills.

• Ability to provide onsite and telephone support to customers and perform call triage/escalate calls appropriately strong knowledge of Windows desktop operating systems and software.

• Strong interpersonal skills with the ability to influence others.

• Ability to multitask.

• High energy, motivating, roll-up the sleeves team player exhibiting the 5 traits of MBC (Passion, Integrity, Teamwork, Confidence, Hard work)

• Ability to conduct research utilizing books, publications, and the Internet.

• Performs work in production type facility other related duties as required to accomplish the objectives of the position.

• Strong knowledge of windows desktop operating systems.

• Strong knowledge in desktop software such as Office, Visio, MS-Project etc.

• General knowledge of Local Area Networks including CISCO routers, switches, hubs, VPN, PBXs, Voicemails.

• Excellent communication skills; positive customer-centric attitude.

• Excellent analytical and problem-solving skills.

• Sense of urgency and self-motivation; ability to work under pressure and meet deadlines.

• Ability to work independently, prioritize, and manage multiple competing priorities.

• There will be some travel to other MBC locations

• Bachelor’s degree or technical degree in information systems.

• 3-5 years relevant work experience required.

• Knowledge of Oracle EBS strongly preferred.

• Basic certification in A+ and Microsoft desktop product support is preferred.

• Considerable knowledge of Windows 7, 10, and 11 operating systems, including operation and troubleshooting.

• Considerable knowledge of personal computers and networking components

• Work experience involving network administration, user support, and/or personal computer technical work in a network environment is required.

• Prior experience performing systems maintenance, licensing, system configurations, disaster recovery, procurement, patch administration and helpdesk operations.

• Extensive experience with personal computers, hardware and software applications.

• Extensive technical knowledge of the techniques and procedures of software, hardware and network support for multiple users.

• Must understand installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment.

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at [email protected].