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 Summary

The 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 Responsibilities

• Onsite problem recognition, research, isolation, resolution, and follow-up for all facilities within the UFP business segments

• Assists with onsite implementation during domain migrations

• Transitioning the support of off-system applications to the UFP IT Customer Service team

• Responds to customers quickly and thoroughly troubleshoots issues until completion or escalation

• Continuous development of diagnostic and technical skills that aligns with the ever-changing IT environment

• Documentation of incident resolutions as well as contributing to the IT knowledgebase

• Creating documentation for 3rd party applications

• Performs other duties as assigned

• Travel to facilities

Location

• The position will work out of the UFP Chicopee office in Chicopee, Massachusetts.

Job Specifications

• This position requires travel up to 25% of the year

Knowledge

• Proficient in documenting technical processes and procedures

• Extensive working experience of systems administration in medium to large enterprises

• Experience with UFPI organization and culture strongly preferred

• Bachelor's degree in computer science or equivalent experience is required

• Knowledge and experience in the following areas:

• Windows 11/10/8/7

• Experience diagnosing and resolving performance issues

• Solid knowledge of networking protocols (HTTP/S, S/FTP, TCP/IP, DNS, DHCP, etc.)

• Microsoft Active Directory

• Group Policies

• Windows Server Administration (2012/2016/2019)

• Windows Hyper-V

• Maintaining consistent system documentation

Skills and abilities

• Proficiency in the use of the English language in reading, writing, and speaking

• Strong analytical skills in making the appropriate business and technical decisions

• Ability to successfully interact with all organizational levels

• Strong interpersonal, teamwork, organizational, and workload planning skills are essential for this position

• Ability to function independently and produce results that meet standards of quality, timeliness, and acceptability

• Ability to work effectively within a team environment, with other IT groups and our business partners

• Ability to pass a drug test