ITSS Field Support Analyst

As the "face of IT," the Field Support Analyst provides Level 2 technical support and network administration for regional business units. Reporting to the IT Service Support Regional Manager, you will act as a critical liaison between end-users and the broader IT organization.

Key Responsibilities Technical Support:

Provide onsite and remote troubleshooting for hardware, software, and network configurations.

Infrastructure Management:

Administer computer networks and systems software; evaluate and implement new productivity tools.

Stakeholder Liaison:

Build relationships with senior management to align IT services with business needs.

Project Leadership:

Lead technical consulting for upgrades and support large-scale strategic initiatives.

Operations:

Manage asset inventory, vendor contracts, and knowledge base documentation.

Escalation:

Resolve complex cross-technology incidents and manage customer expectations during outages.

Qualifications Education:

In-progress or completed Graduate degree in Computer Science, Engineering, or a related field.

Experience:

2+ years in End User services (large team support) and experience with IT service providers.

Technical Skills:

Proficiency in Google Workspace and ServiceNow ; A+ or MCSA certifications preferred.

Soft Skills:

Strong analytical troubleshooting, decisive judgment under pressure, and excellent interpersonal skills.

Travel:

Ability to travel approximately 30% to regional business sites.