Field Support Analyst

Job Summary 

GFL Environmental is seeking a Field Support Analyst to join our team in Ocala, FL! Reporting to the IT Service Support Regional Manager, 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.

Service Desk & Field Support

• Tier 1-2 Troubleshooting: Provide in-person and remote support for common hardware, software, printers, and peripheral issues, resolving tickets within established service levels.
• Deployment & Setup: Assist with imaging, configuring, and deploying new laptops, desktops, and mobile devices at various site locations.
• On-Site Dispatch: Travel to branch offices to perform physical repairs and troubleshooting any hardware installations that cannot be handled remotely.

Key Responsibilities

Escalation & Technical Skills

• Provide technical support and clear, non-technical guidance to users as the primary point of contact.
• Manage ticket queues by triaging, categorizing, prioritizing, and tracking the status of incoming requests.
• Route unresolved issues seamlessly to T2/T3 queues with complete user context and diagnostics.
• Document technical fixes within the internal knowledge repository.
• Troubleshoot, install, and configure workstations (Windows/macOS),  Tier 1 networking  and core software applications troubleshooting.
• Perform user administration tasks including Active Directory management, MFA setup, and mobile/MDM configuration.

Business Relations & Service Excellence

• Service Request & Incident Management: Manage the end-to-end lifecycle of user requests, from initial intake and categorization to resolution and closure.
• Customer Care and Feedback: Guide end-users on basic system functionality and best practices. Actively listen to user concerns and escalate recurring issues to senior analysts to help improve service quality.

Success Criteria / Key Metrics

• Resolution of tickets within established service levels.
• Efficient end-to-end lifecycle management of service requests and incidents.
• Effective on-site dispatch and physical hardware deployment and troubleshooting across branch locations.

Qualifications & Requirements

• Education: Degree or relevant certifications in Computer Science, Information Technology, or equivalent practical experience.
• Experience: 2+ years of technical support experience in a decentralized IT environment. Experience managing multi-ticket queues and handling VIP/executive escalations preferred.
• Core Technical Skills: Proficiency in Windows OS and basic macOS support, Google Workspace, Microsoft 365, MDM administration, ServiceNow ticketing, hardware setup, and Tier 1 networking/Wi-Fi troubleshooting.
• Core Professional Skills: Strong consultative problem-solving, calm high-pressure outage management, excellent ticket prioritization, and clear technical/end-user SOP documentation writing.
• Travel & Physical Requirements: Up to 50% field travel across branch office locations. Valid driver’s license required.