Field Service Analyst

Orbia•Farragut, TN

1d•Onsite

About The Position

Orbia Advance Corporation is seeking to hire a Field Service Analyst to join their team. This role provides on-site service and support for end-user IT services, driven by tickets in the company’s ITSM tool and assigned by other IT teams. The Field Service Analyst acts as "remote hands," executing tasks on behalf of other teams, following documented procedures. Tickets may include incidents, service requests, or changes. The role also contributes to continuous improvement by suggesting enhancements to ITSM processes and procedures. This is an on-site position located in Knoxville, TN, with expected visits to local plant and warehouse locations. The analyst should also be able to support any location remotely if needed.

Requirements

Highest level of secondary vocational education in IT (or willingness to obtain equivalent IT education)
ITIL 4 Foundation certification (or willingness to complete it)
1–2 years of experience in an end‑user‑facing IT support role
Very good command of English and the local language
General technical orientation with strong motivation to grow in IT
Familiarity with the ITIL framework and experience working in a process‑oriented environment
Working experience with ServiceNow or another ITSM system from a support perspective
Working experience with Microsoft Office 365 (Outlook, Teams, OneDrive, SharePoint)
Working experience with Microsoft Intune or similar device management solutions (basic understanding is acceptable at junior level)
Hands‑on experience with end‑user IT devices such as workstations, laptops, mobile phones, and printers
Basic exposure to server environments and network equipment (switches, Wi‑Fi, patching)
Understanding of fundamental IT administrator processes (accounts, permissions, device setup, onboarding/offboarding)
Service‑oriented attitude: empathy, customer focus, willingness to go the extra mile
Strong troubleshooting and problem‑solving skills
Ability to manage multiple tasks, prioritize effectively, and handle urgent deadlines
Ability to uphold and represent the organization’s goals, culture, and values

Responsibilities

Execute on-site activities assigned through the ITSM tool, following documented procedures and guidance from senior engineers or specialist teams.
Resolve basic incidents, fulfill standard service requests, and support the execution of simple changes requiring local presence.
Provide end-users with basic guidance on how to use IT systems, tools, and equipment.
Monitor on-site IT situations and promptly escalate issues or risks to senior field engineers or remote IT teams.
Assist with maintaining accurate documentation through configuration, asset, and knowledge updates as directed.
Support one or more local sites depending on size, complexity, and required on-site coverage.
Balance the expectations of end-users and remote IT teams, seeking guidance when priorities conflict.
Collaborate with remote IT teams who may request onsite tasks from a siloed perspective, ensuring clear communication before execution.
Assist specialist groups — such as Networking or Hosting Services — with basic troubleshooting activities, including: Power checks on network and infrastructure equipment, Physical equipment inspections, Cabling and patching tasks, Verifying link/port status and reporting findings to specialist teams, Executing simple on-site remediation steps as instructed.
Convince other (remote) teams about the right priorities.