IT Analyst II
On-siteTemple, Texas, United States
Job Summary
Serve as the primary local helpdesk support contact for jobsite trailer complexes, providing responsive support to project teams, field personnel, and local leadership. Deliver hands-on and remote assistance for end users across Windows, macOS, and iOS devices, including laptops, desktops, mobile devices, printers, peripherals, and collaboration tools. Troubleshoot moderate to complex issues involving hardware, software, account access, Microsoft 365, Teams, network connectivity, and jobsite technology tools. Lead hardware and software deployments, including device imaging, equipment coordination, and setup for jobsite and corporate users. Execute new hire onboarding support, coordinate account readiness, prepare equipment, and guide personnel to standard Suffolk technology tools. Monitor ticket queues, resolve incidents within service levels, and document technical resolutions for internal knowledge bases. Collaborate with Service Desk, Field Services, Infrastructure, Security, and Applications teams to ensure seamless service delivery. Maintain accurate records of assigned assets and support jobsite mobilization, operations, and demobilization activities. Provide remote helpdesk support to national users when requested while balancing local responsibilities. Valid driver's license, reliable transportation, and ability to lift up to 50 pounds in on-site environments required.
Required Qualifications
- Bachelor's degree preferred, or equivalent combination of education and relevant experience
- 4-8 years of experience in IT support, service desk, desktop support, field support, or a related technical role
- Strong experience supporting Windows OS, Microsoft 365, Active Directory, Teams, and end-user productivity tools
- Experience supporting laptops, desktops, mobile devices, printers, peripherals, conference room or audiovisual equipment, and basic jobsite connectivity needs
- Proficiency with ServiceNow or similar ITSM/ticketing platforms for incident, request, asset, and knowledge management
- Strong troubleshooting and diagnostic skills with the ability to resolve issues independently and escalate appropriately when needed
- Familiarity with basic network concepts, including IP addressing, DNS name resolution, DHCP address allocation, Wi-Fi connectivity, and VPN support
- Excellent interpersonal, customer service, communication, and time management skills
- Demonstrated ability to work independently and autonomously while prioritizing multiple tasks in a fast-paced jobsite environment
- Strong documentation and technical writing skills, including the ability to create and maintain knowledge articles, SOPs, and user guidance
- Ability to deliver professional support to project leadership, VIP users, and field personnel with urgency and discretion
- Must be able to lift up to 50 pounds and work in a variety of on-site trailer city and jobsite-adjacent environments
- Valid driver's license and reliable transportation required
Desired Qualifications
- macOS experience is a plus
- Preferred certifications: CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar
- Familiarity with construction jobsite operations or tools such as Procore, Revit, or Bluebeam is beneficial but not required
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