Field Support Analyst

GFL Environmental•Lutz, FL

About The Position

GFL Environmental is seeking a Field Support Analyst in Lutz, Florida. Reporting to the IT Service Support Regional Manager, the Field Support Analyst serves as the face of IT and as a Level 2 liaison for assigned end users. The role maintains and administers computer networks, hardware, system software, applications, and configurations to support seamless daily operations. The analyst provides in-person and remote Tier 1–2 support for common hardware, software, printer, and peripheral issues; assists with imaging, configuring, and deploying computers and mobile devices; and travels to branch offices to perform physical repairs and troubleshoot hardware installations that cannot be handled remotely. The position manages service requests and incidents from intake through resolution and closure, provides user guidance, documents technical fixes, and routes unresolved issues to higher-level support with appropriate context and diagnostics. The role requires up to 50% travel across branch office locations and a valid driver’s license. GFL does not provide visa sponsorship for this position; valid work authorization in the country where the job is located is required. The hiring process may use machine-based systems to assist with screening and assessment, while final selection decisions are made by the recruitment team.

Requirements

Degree or relevant certifications in Computer Science, Information Technology, or equivalent practical experience.
At least 2 years of technical support experience in a decentralized IT environment.
Proficiency in Windows operating systems and basic macOS support.
Proficiency with Google Workspace and Microsoft 365.
Experience or proficiency in MDM administration, ServiceNow ticketing, and hardware setup.
Tier 1 networking and Wi-Fi troubleshooting skills.
Strong consultative problem-solving skills.
Ability to manage high-pressure outages calmly.
Excellent ticket-prioritization skills.
Ability to write clear technical and end-user SOP documentation.
Valid driver’s license.
Valid work authorization in the country where the job is located.

Nice To Haves

Experience managing multi-ticket queues.
Experience handling VIP or executive escalations.

Responsibilities

Provide in-person and remote support for common hardware, software, printer, and peripheral issues, resolving tickets within established service levels.
Assist with imaging, configuring, and deploying new laptops, desktops, and mobile devices at various site locations.
Travel to branch offices to perform physical repairs and troubleshoot hardware installations that cannot be handled remotely.
Serve as a primary point of contact for users, providing technical support and clear, non-technical guidance.
Triage, categorize, prioritize, and track incoming requests in ticket queues.
Route unresolved issues to T2/T3 queues with complete user context and diagnostics.
Document technical fixes in the internal knowledge repository.
Troubleshoot, install, and configure Windows and macOS workstations, Tier 1 networking, and core software applications.
Perform user administration tasks, including Active Directory management, MFA setup, and mobile/MDM configuration.
Manage the end-to-end lifecycle of service requests and incidents, from intake and categorization through resolution and closure.
Guide end users on basic system functionality and best practices.
Listen to user concerns and escalate recurring issues to senior analysts to help improve service quality.
Meet service-level expectations, manage requests and incidents efficiently, and support on-site hardware deployment and troubleshooting across branch locations.