Technology Support Analyst II

John W. Danforth Company, one of the largest mechanical contractors in the Northeast, is growing! We believe our people are our greatest asset and invest in training, career development, employee engagement, and team support. We are committed to delivering industry-leading experiences for our customers across commercial and industrial HVAC, plumbing, refrigeration, advanced technology manufacturing, process piping, fabrication, mission-critical environments, and energy performance projects, backed by comprehensive service maintenance and repair.

As a Technology Support Analyst II at John W.

Danforth Company, you will assist with technical support activities, including troubleshooting IT issues, performing equipment installations and maintenance, and providing end-user assistance.

You will play a hands-on role in supporting IT systems and ensuring the smooth operation of technology infrastructure.

• Provide hands-on technical support by diagnosing and resolving hardware, software, and network issues, ensuring timely and effective solutions.
• Support the setup, configuration, and maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.
• Manage service requests and incidents through the ticketing system, maintaining accurate records, clear communication, and prompt resolution.
• Collaborate with first-line support and escalate complex issues to the Technology Support Lead or specialized teams as needed.
• Identify recurring issues and recommend proactive, long-term solutions to improve system performance and user experience.
• Assist in delivering end-user training and guidance to enhance productivity and reduce common technical issues.
• Develop and maintain clear, user-friendly documentation for IT procedures, troubleshooting steps, and best practices.
• Partner with the Technology Support Lead and IT team to continuously improve service delivery and the overall support experience.
• Minimum of 2 years of experience in a technical support role, with hands-on experience troubleshooting hardware and software issues.
• High school diploma or equivalent required; associate’s degree or technical certification preferred.
• Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and common productivity tools.
• Strong customer service skills, with the ability to communicate effectively with users of varying technical backgrounds.
• Foundational understanding of networking concepts and protocols.