Field Support Analyst
About The Position
GFL Environmental is seeking a Field Support Analyst to join their team in Southfield, MI. The Field Support Analyst (FSA) serves as the face of IT and acts as a Level 2 liaison for assigned end users. This role maintains and administers computer networks, hardware, system software, applications, and configurations to ensure seamless daily operations. The FSA will provide in-person and remote technical assistance, support Business Unit process systems, serve as the primary IT liaison for regional business units, and work on complex, cross-technology incidents. They will also maintain and administer networks, hardware, applications, and system configurations, evaluate, design, and implement solutions, and create, maintain, and enforce policies, procedures, and knowledge base solutions. Additionally, the FSA will assist with asset inventory management, hardware leases, service contracts, and vendor agreements. This role involves building strong relationships, mentoring other Field Support Analysts, managing customer expectations during escalations, and leading direct support for strategic initiatives. The position requires approximately 60% travel to regional sites for hands-on support and training.
Requirements
- Graduate degree in Computer Science, Engineering, or a related IT discipline.
- 5+ years of end-user services support in large-scale environment settings.
- Strong analytical and troubleshooting skills.
- Knowledge of emerging hardware/software.
- Excellent communication skills.
- Customer-first orientation.
- Vehicle and valid driver's licence required.
- Valid work authorization in the country where the job is located is required.
Nice To Haves
- Industry or IT service provider experience is a plus.
- A+ and MCSA certifications preferred.
Responsibilities
- Provide in-person and remote technical assistance during business hours and special projects.
- Support Business Unit process systems as needed.
- Serve as the primary IT liaison for regional business units.
- Work on complex, cross-technology incidents and escalate unresolved issues to higher-tier teams promptly.
- Maintain and administer networks, hardware, applications, and system configurations.
- Evaluate, design, and implement solutions that enhance productivity.
- Create, maintain, and enforce policies, procedures, and knowledge base solutions.
- Assist with asset inventory management, hardware leases, service contracts, and vendor agreements.
- Build strong relationships up to the senior management level.
- Mentor other Field Support Analysts, manage customer expectations during escalations, and lead direct support for strategic initiatives.
- Travel to regional sites (approx. 60%) to provide hands-on support and attend training.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
