Level 2 Support Analyst

The L2 Support Analyst will be a member of the 84 Lumber THQ L2 Support Team, providing escalation support to THQ, Store and Plant associates for all 84 Lumber Standard Technologies. As a member of the L2 Support Team, the successful candidate will deliver
world class customer service by quickly and effectively resolving more complex technical issues for which there may not be established knowledge assets to reference.???


  • Receive and accurately prioritize and resolve all assigned support requests in a timely manner using the 84 Lumber Incident Management tools.

  • Partner with Level 3 IT associates to help troubleshoot more complex incidents, assist with local site installations, configuration and troubleshooting of infrastructure technology which may include routers, switches, NAS, infrastructure cabling, DMARK
    extensions, servers and printers.

  • Perform post-resolution follow-up to ensure reported incidents have been successfully resolved.

  • Assist in training customers to avoid recurring issues.

  • Cross-training of L2 Support peers with the goal of having all team members familiar with all L2 supported technologies.

  • Engage 3rd party support partners as required.

  • Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented.

  • Maintain frequent communication with peers and IT teams to maintain awareness of issues or changing process/standards.

  • Continually add and update L1 & L2 knowledge assets as 84 Lumber technologies and support requirements evolve.

  • Travel to 84 Lumber THQ and Field locations as required.

  • Project Management support for small scale client technology deployments.

  • All other duties as assigned.

Required Qualifications

  • Bachelor?s Degree (Business Administration, Computer Science or related field) or equivalent experience.

  • 3 ? 5 years of experience with Microsoft Office Suite products including Outlook, HP Server, Laptop and Desktop hardware, ServiceNOW, Active Directory, Windows XP-10, Windows Server 2012, remote control technologies such as Microsoft Remote Desktop, HP
    VMS, Terminal Emulation programs, SCO Unix, Aruba wired and wireless networks and Avaya PBX/IP Telephony.

  • Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action.

  • Relentless dedication to customer service in both words and actions.

  • Works with minimum supervision, proactively follows up on outstanding issues/tickets.

  • Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively.

  • Strong analytical, prioritizing, interpersonal, problem-solving skills.

  • Strong verbal and written communication skills.

  • Demonstrated collaborative skills and ability to work well within a team.

  • Ability to work in a fast-paced and deadline-oriented environment.

  • Self-motivated with critical attention to detail, deadlines and reporting.

  • Prior experience with retail store operations and technologies preferred.

  • HDI and/or ITIL certification preferred.

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