Field Support Analyst

GFL Environmental Inc.; Vaughan; On-site; CAD 42,000 - 60,000; Full time

Job summary

GFL Environmental Inc. in Vaughan, Ontario, is seeking an IT Field Support Analyst who will balance on-site field service with remote help desk assistance.

This entry-level role serves as the first contact for hardware and software issues, ensuring employees stay productive. You will troubleshoot, image and deploy devices, travel to branch offices for on-site repairs, and manage end-to-end service requests while upholding a high standard of customer care.

Qualifications

• 2+ years in a technical role within a decentralized support environment.
• Ability to handle multiple tickets simultaneously while maintaining a positive and helpful attitude.
• Willingness to travel to branch offices for on-site support.

Responsibilities

• Provide Tier 1-2 in-person and remote support for hardware, software, printers and peripheral issues, resolving tickets within established service levels.
• Assist imaging, configuring, and deploying new laptops, desktops, and mobile devices at various site locations.
• Travel to branch offices to perform physical repairs, cable management, and hardware installations that cannot be handled remotely.
• Manage the end-to-end lifecycle of user requests, from intake to resolution.
• Guide end-users on basic system functionality and best practices.

Skills

Windows OS

macOS basics

Google Workspace

Microsoft 365

Networking basics

MDM management

Remote support tools

Tools

Remote support tools

Imaging software

Job description

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

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.

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.

We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact [e-mail]