Field Support Analyst

NCV HOLDCO LLC • Danvers, MA

11d • Hybrid

About The Position

The Field Support Analyst acts as NetCov’s representative at our client's office(s). A member of our Service Desk team, they are dedicated to a client, or clients, and will have a hybrid work schedule with some travel to client offices. The Field Support Analyst is passionate about building relationships, problem solving, and working within the NetCov team to provide an exceptional experience for our client. They are responsible for day-to-day support for our client, while also participating in our daily meetings and on call processes for NetCov’s entire client base.

Requirements

• Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security
• Knowledge with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office
• Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless
• Ability to diagnose and resolve technical issues timely and effectively
• Experience with various troubleshooting tools and techniques
• Strong organizational skills and ability to prioritize tasks
• Excellent verbal and written communication abilities
• Active listening skills to fully understand client issues and concerns
• High attention to detail to ensure accurate record-keeping
• 1-3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position.

Nice To Haves

• Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.
• A people person who is an effective communicator
• Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information.

Responsibilities

• Represent NetCov at our client offices by exhibiting professionalism and kindness.
• Consult with client users and primary contacts on their technical needs, analyze data and provide recommendations to NetCov team members on technology solutions
• Use expertise to research and resolve technical issues via incident management procedures (ITIL based) with proper communication and documentation.
• Liaise in improvements of systems in place, communicate features and facilitate improvements to maximize productivity and utilization
• As needed, help with implementation of new network components as part of project assignments (network and workstation).
• Educate client team members on appropriate workflow and process related to incident management and established goals and metrics.
• Ensure NetCov has updated environment documentation needed to provide best-in-class support.
• Use current PSA to document work performed in real time so that we can analyze trends in issues reported.
• Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead.
• Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed and hitting the billable department standard.
• Participate in rotating NetCov on-call schedules so that clients can depend on us 24/7 to meet their business needs.
• Be accountable for following incident management process for all emergency related issues.
• Perform proactive network health evaluations while onsite for recurring visits when needed.
• Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Potential for 5 days a week of on-sites at customer offices.
• Other duties as assigned

Benefits

• Competitive Compensation: Competitive base salary plus performance-based incentives and commissions.
• Professional Growth: Access to continuous training, career development, and opportunities for advancement within a rapidly growing company.
• Collaborative Culture: Join a team of passionate professionals who work together to solve complex challenges and deliver exceptional service to our clients.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree