Sr Analyst Technology Support

Key Responsibilities:

• Provide first and second-level technical support to internal users via phone, email, chat, or in-person.
• Provide on site support to our 4 WinCraft facilities in Winona, including but not limited to: desk-side support, printer troubleshooting, running network lines via a scissor lift, physically repairing or replacing tech hardware on the operation floor, and traveling between our 4 Winona sites to provide support.
• Independently diagnose and resolve complex hardware, software, and network issues through systematic root cause analysis — without reliance on SOPs or step-by-step runbooks.
• Document all support interactions, including the nature of the issue and the resolution steps taken, in our ticketing system.
• Exhaustively investigate issues independently before escalating; when escalation is warranted, provide thorough documentation of steps taken, findings, and root cause analysis to appropriate internal teams or external vendors.
• Manage and administer user accounts, mailboxes, and permissions across Active Directory, Azure Active Directory, and Microsoft Exchange Admin Center, including account creation, modification, termination, and group policy troubleshooting.
• Write and execute PowerShell scripts to automate repetitive tasks, perform bulk user management operations, gather system diagnostics, and accelerate troubleshooting workflows.
• Troubleshoot complex VPN, networking, mailbox, shared drive, and application access issues by leveraging available diagnostic tools and independent investigation rather than scripted procedures.
• Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripheral throughout their usable lifecycles.
• Collaborate with other IT teams to identify and implement process improvements and best practices.
• Provide training and guidance to peers and users on basic IT procedures and best practices.
• Take ownership and responsibility of an issue from start to a successful resolution.
• Stay current with emerging technologies and trends in the IT industry.

Qualifications:

• High school diploma or equivalent; Bachelor’s degree in Information Technology or related field preferred.
• 5 years of experience in a technical support role, preferably in a corporate environment.
• Strong knowledge of Microsoft Windows and macOS operating systems, JAMF, Microsoft Office suite, Azure Active Directory, Microsoft Exchange Admin Center, and Microsoft Intune/Endpoint Manager.
• Strong working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, and network troubleshooting methodologies; able to independently diagnose connectivity and routing issues without guided runbooks.
• Hands-on experience administering Active Directory and Azure AD, including group policy management, conditional access, and user/device object management.
• Experience supporting IT hardware in a warehouse environment, including but not limited to scales, thermal label printers, laser printers, barcode scanners, rf devices, tablets, and other warehouse tech.
• IT certifications such as CompTIA A+, Network+, JAMF 100, or Microsoft certifications (e.g., MS-900, AZ-900, MD-102) are a plus.
• Demonstrated ability to independently investigate and resolve technical issues through critical thinking and research — not by following step-by-step runbooks or SOPs. Must be comfortable formulating their own troubleshooting approach.
• Works fully independently with minimal supervision; expected to self-direct research and resolution efforts on Tier 2 issues and take complete ownership without requiring managerial guidance on approach. 
• Ability to prioritize tasks and manage time effectively in a dynamic environment.
• Strong interpersonal and communication skills, both verbal and written.
• Proficient in PowerShell scripting; able to write scripts from scratch for user management, system diagnostics, and automation without relying on pre-built templates. PowerShell proficiency is strongly preferred.
• Clearly documents client issue to ensure problem is clearly understood by others.
• Can resolve more complex and critical issues without supervision and occasionally takes the lead on directing and resolving these issues. 
• Will document root cause and resolution of more complex issues to enhance overall knowledge level of team. 
• Actively works with team leader on developing and improving documentation and procedures. 
• Ability to lift up to 60 lbs, use ladders, comfortable working in a warehouse environment as needed, and comfortable with operating a scissor lift approx. 30ft in the air as needed. (Training provided)

Benefits

• When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.
• $29.23 - $36.54 USD