Field Support Analyst

GFL Environmental Inc.•Lutz, FL

About The Position

GFL Environmental is seeking a Field Support Analyst to join its team in Lutz, Florida. Reporting to the IT Service Support Regional Manager, the Field Support Analyst is the face of IT and serves 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, troubleshoots hardware and software issues, manages service requests and incidents, and deploys and configures laptops, desktops, and mobile devices at various sites. The position also involves travel to branch offices to perform physical repairs and troubleshoot hardware installations that cannot be handled remotely. Field travel may be up to 50% across branch office locations.

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 OS and basic macOS support.
Experience with Google Workspace, Microsoft 365, 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.
Ability to travel up to 50% across branch office locations.

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 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.
Provide technical support and clear, non-technical guidance to users as the primary point of contact.
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.