IT Field Support Analyst - Tier II

GFL Environmental Inc. • Kansas City, MO

2d • Onsite

About The Position

GFL Environmental is looking for an IT Field Support Analyst to join their team in Kansas City, MO. This role, reporting to the IT Service Support Regional Manager, is responsible for providing customer service to an assigned end-user base. The IT Field Support Analyst will maintain and administer computer networks and related computing environments, including hardware, systems software, applications software, and configurations. This position acts as the primary IT contact for end-users, serving as a liaison for Level 2 IT-related needs and representing IT within the business units.

Requirements

• Graduate degree in Computer Science, Engineering or related discipline with an IT focus.
• 5+ years of End User services experience with large teams to support.
• Ability to conduct research into application development issues and products.
• Strong analytical skills, including troubleshooting and integration of IT services.
• Knowledge of existing and emerging hardware and software technologies and IT architectures.
• Strong problem-solving, decision-making, sound judgment, assertiveness in developing efficient and effective solutions to diverse and complex business problems.
• Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies.
• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance with service level commitments.
• Ability to manage multi-cultural and multi-located teams.
• High willingness to drive transformation and service improvement.
• Strong customer / end-user / client service orientation.
• Strong relationship building and interpersonal skills.
• Valid work authorization in the country where the job is located is required.
• Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.

Nice To Haves

• A+ Certification
• MCSA Certification
• Work experience in a related industry setting is a plus.
• Work experience at an IT service provider is a plus (managerial and/or delivery level).

Responsibilities

• Serve as the IT liaison to regional business unit end users.
• Provide desk-side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives.
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
• Escalate non-resolvable issues to higher-level teams in a timely manner.
• Provide support and assistance for Business Unit process systems as required.
• Create, monitor, and enforce policies and procedures.
• Create, distribute, and update knowledge base solutions.
• Evaluate, design, and implement new systems that increase productivity or enhance overall business operations.
• Integrate technical knowledge and business understanding to resolve problems for customers.
• Work with team members to resolve unusually complex or cross-technology incidents.
• Provide technical consulting during implementations and upgrades to production systems.
• Build and maintain strong relationships up to the senior management level within their Business Units in assigned regions.
• Assist in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements.
• Establish and maintain positive and effective work relationships with co-workers, leaders, and customers.
• Provide leadership within the team and assist with training and mentoring other Field Support Analysts in their daily tasks.
• Lead customer expectation management as part of the escalation process.
• Work on cross-team or large programs/projects and provide direct support to major/complex and strategic initiatives and programs.
• Travel to other business sites to provide additional support or to attend training sessions.
• Adhere to departmental standards and ensure appropriate use of information systems.
• Perform reporting and administrative functions as required.

Benefits

• GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic.
• We believe in great careers, making a positive impact on the environment and supporting our people with their life ambitions.
• We aspire to create the right jobs in a way that brings you along with us.
• At GFL, growth isn’t just for our business—it’s for our people.
• We consider our employees’ personal goals, helping them create the career, and life, that they desire—whether it’s advancing in their job, learning new skills, forming lasting relationships, or mentoring others, while having time to pursue other life ambitions.
• With safety and sustainability at the core of what we do, we all come together to form “Team Green”—united by our shared purpose to provide environmental solutions that enable our customers and the communities we serve to be Green For Life.
• We’re proud to say that working for GFL is more than a job.
• It’s an opportunity to make a difference and grow tremendously along the way.
• GFL empowers those looking for growth in their career and lives, whether that's on our Field Operations teams or Professional Services teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level