Hybrid Support/Field Analyst

Klik Solutions, LLC•Baltimore, MD

2d•$45,000 - $55,000•Hybrid

About The Position

The Hybrid Support/Field Analyst is responsible for delivering exceptional technical service and customer support both on-site and remotely. This role involves providing hands-on support during field visits, including installations, repairs, maintenance, and troubleshooting, as well as assisting clients remotely from the Support Center when not dispatched. The ideal candidate will have strong problem-solving skills, the ability to communicate effectively with clients, and a commitment to following established procedures and best practices to ensure timely resolution of issues. This position requires participation in an on-call rotation, and occasional weekend work may be required. This role may require travel to client sites for extended assignments (one week or more) as needed, with advance notice provided.

Requirements

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
2–4 years of experience in technical support, IT helpdesk, or field service roles.
Strong knowledge of Windows and macOS operating systems, networking, and common business applications.
Experience with PSA ticketing systems (e.g., ConnectWise, ServiceNow, or similar).
Excellent troubleshooting and diagnostic skills with a methodical approach to problem-solving.
Ability to manage multiple priorities in a fast-paced environment.
Strong written and verbal communication skills, with the ability to explain technical issues in user-friendly terms.
Customer-focused with proven ability to build strong relationships.
Valid driver’s license and ability to travel to client sites as needed.
Ability to work independently as well as collaboratively within a team.
Willingness to participate in on-call rotation and occasional weekend work.

Responsibilities

Deliver customer service and technical support during field visits or dispatches.
Provide remote support from the Support Center, handling incidents and service requests via PSA ticketing system, phone, email, and voicemail.
Apply best practice troubleshooting methods to diagnose and resolve technical issues.
Document all incidents, service requests, and actions taken in the PSA ticketing system, ensuring accurate status updates.
Keep customers informed on the progress and resolution of their requests, maintaining professionalism and clarity.
Escalate complex issues to the appropriate teams, following established escalation procedures.
Collaborate with users to identify problems, conduct root-cause analysis, and recommend solutions.
Assist with new projects and initiatives as assigned by the Project Management Office (PMO).
Ensure responses to clients are accurate, timely, professional, and compliant with SLAs.
Track, monitor, and maintain Support Center and Field metrics and KPIs.
Manage on-site installations, repairs, maintenance, and special projects.
Safely operate vehicles and utilize field automation tools.
Follow all company policies, procedures, and safety protocols.
Participate in the on-call rotation as required.
Work occasional weekends when business needs require.
Understand customer needs, provide recommendations, and deliver clear briefings.
Build and maintain positive relationships with clients.