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

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

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

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

Last updated : 2024-04-20