Analyst, Technical Support II

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 Analyst, Technical Support II performs centralized business operations services (shared services) within the Information Technology function. Drives the development, design and optimization of one or more information technology and systems functions supporting company business processes and technical information systems platforms. Responsibilities include, but are not limited to, analysis, selection and modification of enterprise systems, application software, installation of Information Technology hardware/software facility wide, installation of network hardware/software, and continuous improvement. Provides direction to local facilities for the effort required to protect the company’s data, tools and information systems.  Manages annual technology budget for facility. 

Responsibilities

• 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 terminals, personal computers, printers, 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 or shopfloor processes 

• Effectively work 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  

• 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. 

• 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; may travel up to 25%. 

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

• 3-5 years relevant work experience required. 

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

• Considerable knowledge of Windows 10 and 11 operating systems. 

• Work experience involving 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 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].