ITSS Field Support Analyst

Reporting to the IT Service Support Regional Manager, the IT Field Support Analyst (FSA) provides Level 2 technical support and serves as the primary IT contact for an assigned end user group. This role is responsible for maintaining and administering computer networks, hardware, software, and configurations. The FSA applies advanced technical knowledge to resolve complex issues, mentors' peers, and works independently with minimal supervision.

 

Main Responsibilities

• Provide Level 2 desk-side and remote IT support, serving as the primary liaison for regional end users.

• Maintain and administer hardware, software, networks, and configurations across the computing environment.

• Troubleshoot and resolve technical issues; escalate complex problems as needed.

• Support business unit systems, contributing to projects, implementations, and upgrades.

• Create and maintain IT documentation, policies, procedures, and knowledge base content.

• Manage IT assets, vendor relationships, service contracts, and hardware inventory.

• Mentor Field Support Analysts, lead customer expectation management, and build strong stakeholder relationships.

Profile Required

• Education: Bachelor’s degree in Computer Science, Engineering, or a related IT discipline; A+ and MCSA certifications preferred.

• Experience: Minimum 5 years of end-user IT support experience, ideally in large or complex environments.

• Technical Knowledge: Broad understanding of IT services, technologies, architectures, and solutions.

• Problem Solving: Strong analytical and troubleshooting skills; ability to research and resolve complex technical issues.

• Service Delivery: Experience supporting mission-critical systems; familiar with IT service delivery processes and governance.

• Soft Skills: Excellent communication skills and ability to collaborate effectively with diverse teams and senior stakeholders.

• Leadership: Self-driven with a strong customer focus; capable of mentoring others and driving service improvements.

• Mobility: Willingness to travel approximately 30% of the time; fluent in English (written and spoken); additional regional languages a plus.

 

We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com