Closed listing
Field Support Analyst
- Vaughan, ON, Canada
Full-time
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Full-time
- Closing date
- Experience
- 2+ years of experience in a technical role within a decentralized support environment
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
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
Job Requirements
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
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
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.
- 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 seniors analysts to help improve service quality.
Job Requirements
- 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.
- 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.
- 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.
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.
- 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 seniors analysts to help improve service quality.
- 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.
- 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.
- 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.
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
More about this job
Responsibilities
Provide in-person and remote Tier 1-2 support, troubleshoot hardware and software issues, manage service requests, and deploy and configure computers and mobile devices. Travel to branch offices for repairs and installations, guide users, and escalate recurring issues to improve service quality.
Requirements
Requires at least two years of technical experience in a decentralized support environment and the ability to manage multiple tickets while maintaining a helpful attitude. Candidates should have foundational Windows and macOS knowledge, familiarity with Google Workspace and Microsoft 365, basic networking and MDM knowledge, and strong communication and documentation skills.
Skills
- Tier 1-2 Troubleshooting
- Desktop Support
- Windows
- macOS
- Google Workspace
- Microsoft 365
- Account Troubleshooting
- Basic Networking
- Wi-Fi Troubleshooting
- Mobile Device Management
- Hardware Setup
- Device Imaging and Deployment
- Incident Management
- Ticket Management
- Customer Service
- Standard Operating Procedures
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Construction
Keywords
- IT Field Support
- Help Desk
- Tier 1-2 Support
- Hardware Troubleshooting
- Software Troubleshooting
- Windows
- macOS
- Google Workspace
- Microsoft 365
- Networking
- Wi-Fi
- Mobile Device Management
- Printers
- Peripheral Devices
- Laptop Deployment
- Desktop Deployment
- Mobile Device Deployment
- Device Imaging
- Hardware Installation
- Cable Management
- Incident Management
- Service Requests
- Ticket Management
- Service-Level Agreements
- End-User Support
- Standard Operating Procedures
- Decentralized Support
- Branch Offices