IT Technician Tier 2

NWH Overview

NWH, founded in 1967, has become the leading manufacturer and supplier of hardwood lumber to North America, Europe, and Asia. With an unwavering focus on simplifying the customer experience, NWH serves the furniture, flooring, cabinet, molding, and millwork industries with 14 hardwoods species from the major U.S. growing regions as well as imported plywood and exotic lumber.

The company operates manufacturing and warehousing facilities across the country including sawmills, concentration yards and distribution facilities using innovative technologies to streamline the procurement process for customers. NWH supplies only sustainable, high-quality hardwoods to protect our resources today and for future generations.

The position is Onsite at our Corporate office in Frisco, TX

Position Summary

The IT Technician provides frontline technical support for all NWH employees. This role is responsible for managing help desk tickets, troubleshooting, and resolving IT-related issues both remotely and on-site. The technician will also assist with hardware and software installation, user onboarding/offboarding, and support for enterprise applications.

Key Responsibilities and Duties:

• Manages IT user issues to resolution through the defined business ticketing system and responds to IT user issues on site or over the phone and determines resolution.

• Participates in rotating 24/7 on-call
• Coordinate activities with network services and information systems groups
• Provide updates, status and completion information to manager and/or users, via voice mail, e-mail or in-person communication
• Carry out diagnostic troubleshooting for users when required to resolve technical problems that involve business applications (Lumbertrack, LIMS, GP) and 3rd party programs, or hardware infrastructure. (This includes Windows Active Directory support, Group Policy, DNS, hardware diagnostics, and overall performance analysis)
• Support highly distributed VDI environment (AWS)

• Support distributed network with challenging connectivity

• Maintains a thorough knowledge of the company’s products through continuous study and experience
• Assists in developing user documentation and departmental policies and procedures that impact the use of application systems.
• Ability to administer Exchange/Office 365
• User onboarding and offboarding
• Install hardware and peripheral components such as monitors, keyboards and printers
• Load appropriate software packages such as operating systems, networking components and office applications
• Refer major hardware problems to service personnel for correction
• Assist in research and procurement of computer accessories and supplies

• All other duties as assigned.

Qualifications

• High School Diploma with minimum of two to three years of relevant work experience.
• IT Certifications (e.g., CompTIA A , Microsoft, AWS) preferred
• Ability to travel up to 25%.
• Exchange/Office 365 experience
• Active Directory/Group Policy experience

Competencies:

• Must follow all established safety policies. Must have good safety record and a positive, can-do attitude.
• Be adaptable, work where needed as required.
• Must be able to work any shift -- overtime, weekends, holidays as required and in all conditions.
• Capable of completing required documentation.
• Able to work as a team, get along with team members; give and take advice and criticism from other team members.

• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

• Ability to take initiative on continuous improvement processes and find creative resolutions by identifying opportunities and offering solutions.
• Ability to effectively work, communicate, and coordinate activities within all levels of the organization. Excellent planning, organizing, prioritizing, time management and delegation skills.

• Must have ability to exercise independent judgment in planning, organizing, and performing systems administration tasks. Some independent judgment required in setting priorities of tasks among multiple assigned projects

Physical Requirements

• While performing the duties of this job, the team member is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear.
• The team member must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• The noise level in the work environment is usually loud.
• This job may require the following equipment when in the field eye protection, hearing protection, leather/rubber gloves, safety shoes, sleeve protection, safety vest, and a hard hat.

NWH, Inc is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, age, sexual orientation, national origin, disability, or protected veteran status. #NWH