Field Support Analyst

Job Summary

Reporting to the ITSS Regional Manager, the IT Field Support Analyst provides essential technical support by balancing on-site field service and remote help desk assistance. In this entry-level role, you are the first point of contact for technical issues, responsible for troubleshooting hardware and software problems, fulfilling service requests, and ensuring our business units remain productive. You are a dedicated team player who values technical growth and delivering a helpful, professional service experience to all employees.

Job Responsibilities

Helpdesk Operations & 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, cable management, and hardware installations that cannot be handled remotely.

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 elevate recurring issues to seniors analysts to help improve service quality.

Experience

• 2+ years of experience in a technical role within a decentralized support environment
• Demonstrated ability to handle multiple tickets simultaneously while maintaining a positive and helpful attitude.

Technical Expertise

• Desktop Support: Foundational knowledge of Windows OS and basic macOS navigation and software installation.
• Systems and applications: Familiarity with Google Workspace and Microsoft 365, including account troubleshooting.
• Connectivity and Troubleshooting Basics: Understanding of basic networking, Wi-Fi connectivity, hardware setup, and troubleshooting, and MDM management.

Soft Skills

• Consultative Approach: Understand business challenges on how technology can improve their specific workflows.
• Grace Under Fire: Ability to navigate high-pressure system outages or executive-level emergencies with a calm, decisive demeanor.
• Documentation: Ability to write comprehensive Standard Operating Procedures (SOPs) for both technical staff and end-users.

Why This Role Matters

As an IT Field Support Analyst , you are the frontline of technical reliability. By combining help desk efficiency with a "roll up your sleeves" field service approach, you ensure our technology stays running smoothly so our people can focus on what they do best.

Job Responsibilities

Helpdesk Operations & 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, cable management, and hardware installations that cannot be handled remotely.

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 elevate recurring issues to seniors analysts to help improve service quality.

Experience

• 2+ years of experience in a technical role within a decentralized support environment
• Demonstrated ability to handle multiple tickets simultaneously while maintaining a positive and helpful attitude.

Technical Expertise

• Desktop Support: Foundational knowledge of Windows OS and basic macOS navigation and software installation.
• Systems and applications: Familiarity with Google Workspace and Microsoft 365, including account troubleshooting.
• Connectivity and Troubleshooting Basics: Understanding of basic networking, Wi-Fi connectivity, hardware setup, and troubleshooting, and MDM management.

Soft Skills

• Consultative Approach: Understand business challenges on how technology can improve their specific workflows.
• Grace Under Fire: Ability to navigate high-pressure system outages or executive-level emergencies with a calm, decisive demeanor.
• Documentation: Ability to write comprehensive Standard Operating Procedures (SOPs) for both technical staff and end-users.

Why This Role Matters

As an IT Field Support Analyst , you are the frontline of technical reliability. By combining help desk efficiency with a "roll up your sleeves" field service approach, you ensure our technology stays running smoothly so our people can focus on what they do best.

Job ID: R40003

Job Profile: Field Support Analyst - S

Job Country: Canada