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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst II - **Company:** Weyerhaeuser - **Location:** Eugene, OR, United States - **Experience:** Experienced - **Salary:** $82,533.0 - $123,800.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, System Configuration, IT Management, Local Area Networks, Networking Basics, Remote Service Software, Software Engineering, Windows Desktop, Reliability of Systems, Information Technology, Cisco - **Published:** July 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c6e6867269737535 ## About the Role * Demonstrated safety focus * Associate's degree in Information Technology or equivalent combination of education and/experience * 3-5 years of experience in IT support or related field. * Strong working knowledge of Windows 10/11, basic networking, mobile device management, and general end-user technologies. * Demonstrated experience in supporting physical hardware and troubleshooting on-site. * Valid driver's license and ability to travel regularly. * Experience supporting infrastructure, manufacturing, or enterprise IT initiatives in a site-based environment. * Experience with camera systems and related technologies, including installation, troubleshooting, and maintenance. * Proficient in Windows desktop environments and applications, with hands-on experience in configuring, upgrading, and supporting Windows operating systems. * Knowledge of cabling and wiring maintenance, including installation, troubleshooting, and repair of network and peripheral connections. * Familiarity with remote support tools and techniques for diagnosing and resolving issues in field locations. * Experience working independently at customer or field sites with minimal direct supervision. * Experience working within an IT service management (ITSM) system for incident, request, and asset tracking. * Experience coordinating with third-party vendors or service providers during hardware installation, repair, or site support activities. Highly Valued Skills: * Microsoft certifications - MCITP - MS Certified IT Professional, MCDST - MS Certified Desktop Support Technician, MCP - MS Certified Professional * CCNA - Certified Cisco Network Associate or similar * Four-year degree in information technology or related field ## Description Under general guidance, the Technical Support Analyst II provides mid-level technical support, problem solving, implementation, and documentation for assigned site locations. This role maintains reliable IT services, supports enterprise standards, and serves as a liaison between Corporate IT and site-level operations. The successful candidate will bring strong customer service, clear communication, sound technical judgment, and the ability to work collaboratively in remote, industrial, and sometimes hazardous work environments. * Respond to help requests from end users by phone, remote support tools, and on-site engagement, maintaining a courteous and service-oriented approach. * Prioritizes and troubleshoots incidents * Performs hands-on fixes at the desktop level, including installing and upgrading software, hardware diagnostics, and configuring systems and applications * Record, track, and document end-user information, troubleshooting steps, actions taken, and final resolution details in the appropriate IT service management system. * Identifies and learns software and hardware used and supported by the organization * Applies diagnostic utilities to aid in troubleshooting * Assist end users with basic software, hardware, and peripheral device operation to support effective use of standard technology tools. * Installs, upgrades, supports, and standardizes software offerings * Installs, upgrades, and supports printers, hardware, and peripheral equipment * Participate in scheduled on-call rotation assignments as required to support business operations. * Adheres to organizational asset, change, problem, and incident management processes * Accesses software updates, drivers, knowledge bases, and frequently asked question (FAQ) resources on the Internet to aid in problem resolution * Tests fixes to ensure problem has been adequately resolved * Develops help sheets and knowledgebase articles for end users * Tracks all IT assets at assigned location(s) * Configures and deploys hardware assets, including imaging * Requests and coordinates vendor support * Troubleshoots remote and local network connectivity * Ensures availability and reliability of computer resources at remote sites * Participate in site leadership or operational meetings as appropriate and provide regular IT status updates to relevant stakeholders. * Actively participates in continuous learning in any/all applicable topics * Deliver day-to-day technical support for site users, including troubleshooting incidents, resolving hardware and software issues, and testing fixes to confirm resolution. * Configure, image, deploy, refresh, and support user hardware, printers, peripherals, and related endpoint equipment in alignment with corporate schedules and standards. * Serve as the local IT resource to facilitate and support Corporate IT and Timberlands IT projects at the site level. * Advocate for IT standards, ensuring local solutions align with enterprise policies and technical guidelines. * Support technology implementation projects such as security camera installs or infrastructure upgrades. * Act as the primary point of contact for IT vendors on-site, facilitating installations and maintenance. * Maintain clean, organized, and compliant IDF/MDF rooms and site IT infrastructure. * Travel regularly to multiple assigned sites within the region to provide consistent support, complete scheduled site visits, and respond to operational or project needs. * Support multiple Timberlands sites across a defined geographic territory while managing competing priorities, travel schedules, and site-specific needs. * Performs scheduled and mandatory site visits based on established cadence, operational need, or project requirements. * Provides remote technical support for field sites when travel is not feasible due to time, weather, safety, or site accessibility constraints. * Works effectively in remote, industrial, and outdoor environments while adhering to site safety requirements and operational protocols. * Coordinates IT support activities to minimize disruption to site operations and business critical workflows. * Assists other ETS Field Services teams or business units with on site technical support as required, while maintaining primary responsibility for assigned Timberlands sites. * Provide hands-on field support for approved corporate or regional IT initiatives while maintaining assigned site support responsibilities. * Ensures timely and accurate documentation of site conditions, recurring issues, and key infrastructure changes to support service continuity and knowledge transfer.Working Conditions & Physical Requirements * Regular travel to multiple operational sites within a designated region is required and may vary based on site support, operational, and project needs. * Travel may include extended driving, overnight stays, and variable work schedules based on site location, operational need, or project requirements. * Work in office, field, outdoor, mill, or other operational environments where site-specific safety requirements, including PPE, may apply. * Work may be performed at remote or outdoor locations with limited on-site infrastructure, facilities, or immediate access to replacement equipment. * Comply with all company safety policies and site-specific safety requirements, including required safety training and use of appropriate personal protective equipment. * Must be capable of lifting up to 50 lbs., walking significant distances onsite, and navigating varied conditions (e.g., weather, terrain). * Must be able to work in varied environmental conditions, including heat, cold, noise, and dust, for extended periods as required by site conditions., * High levels of user satisfaction from annual surveys and on-site feedback. * Timely closure of support tickets and smooth completion of refresh programs. * Improved IT site organization and alignment with corporate standards. * Visible contributions to site-level IT process improvement and communication. * Demonstrates consistent follow-through on assigned work, meeting commitments and timelines with minimal rework or escalation. * Maintains accurate and timely documentation of work performed, site conditions, and recurring issues to support continuity and team effectiveness. * Proper use of ITSM tools and processes results in accurate ticket categorization, asset records, and improved visibility into site support trends. * Demonstrates increased technical effectiveness and independence through ongoing learning, training, and application of new skills in day-to day support activities. Growth and development opportunities * Opportunities to build experience across manufacturing, infrastructure, and enterprise IT program work. * Support for training through platforms like Pluralsight and internal mentorship. * Potential to grow into roles in project management, IT design, or enterprise support functions. * Opportunities to expand depth in specific technical domains (e.g., endpoint management, networking basics, ITSM processes, or field infrastructure support) based on interest and business need. * Exposure to cross-functional collaboration with other IT teams, vendors, and business partners to broaden understanding of enterprise IT operations. * Opportunities to take on increased responsibility within the Analyst II role through expanded site coverage, complex troubleshooting, or participation in larger initiatives. ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Blazor Unleashed: The Future of .NET Web Development](https://www.wearedevelopers.com/videos/1564-blazor-unleashed-the-future-of-net-web-development) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [Develop on Windows, Deploy on Red Hat Enterprise Linux](https://www.wearedevelopers.com/videos/1600-develop-on-windows-deploy-on-red-hat-enterprise-linux) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)