Field Support Analyst

GFL Environmental Inc.; Ocala (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

GFL Environmental Inc. in Ocala, FL is seeking a Field Support Analyst to join our IT Service Support team. You will be the face of IT, serving as a Level 2 liaison for end users and ensuring smooth operation of desktops, laptops, printers, and core software across multiple sites.

Responsibilities include on-site and remote troubleshooting, imaging and deployment, Active Directory tasks, MFA setup, and documenting fixes in the knowledge base. Travel up to 50% across branch locations is required.

Qualifications

• 2+ years of technical support experience in a decentralized IT environment.
• Experience managing multi-ticket queues and handling VIP/executive escalations preferred.
• Degree or relevant certifications in Computer Science, Information Technology, or equivalent practical experience.

Responsibilities

• Provide in-person and remote support for hardware, software, printers, and peripheral issues, resolving tickets within established service levels.
• Image, configure, and deploy new laptops, desktops, and mobile devices at various site locations.
• Travel to branch offices to perform physical repairs and troubleshooting any hardware installations that cannot be handled remotely.

Skills

Windows OS

macOS support

Google Workspace

Microsoft 365

MDM administration

ServiceNow

Hardware setup

Tier 1 networking

Education

Degree or certifications in Computer Science or Information Technology

Tools

ServiceNow

Google Workspace

Microsoft 365

MDM administration

Job description

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.
• Manage the end-to-end lifecycle of user requests, from initial intake and categorization to resolution and closure. Guide end-users on basic system functionality and best practices. Actively listen to user concerns and escalated recurring issues to senior analysts to help improve service quality.
• 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.

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]

Please note that GFL does not provide visa sponsorship for this position. Valid work authorization in the country where the job is located is required. Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date. This hiring process may utilize machine-based systems to assist in screening and assessing applicants. Final selection decisions are made by our recruitment team.

Current GFL Employees

If you are an existing GFL employee and would like to search and apply to current job openings, please visit the internal GFL Jobs Hub.

At the heart of GFL lies our greatest asset-our people. So, we're glad you landed here! We believe in great careers, making a positive impact on the environment and supporting our people with their life ambitions. We aspire to create the right jobs in a way that brings you along with us. At GFL, growth isn’t just for our business—it’s for our people. Because we see the potential in all our employees to do whatever it is they set their mind to, and we’re proud to support them in that journey. We consider our employees’ personal goals, helping them create the career, and life, that they desire- whether it’s advancing in their job, learning new skills, forming lasting relationships, or mentoring others, while having time to pursue other life ambitions. With safety and sustainability at the core of what we do, we all come together to form \"Team Green\"-united by our shared purpose to provide environmental solutions that enable our customers and the communities we serve to be Green For Life. We’re proud to say that working for GFL is more than a job. It’s an opportunity to make a difference and grow tremendously along the way. Regardless of the work we’re doing today, we’ve got our sights set on the big picture-not only tomorrow, but for life. GFL empowers those looking for growth in their career and lives, whether that's on our Field Operations teams or Professional Services teams. Field Operations – Our Field positions offer candidates across North America the potential for limitless growth and skill expansion as the front line of our organization, making them central to our company’s vision of creating cleaner and more sustainable communities. Professional Services – Our Corporate positions located in key North American offices grow candidates to form strong client relations, manage key programs and accounts, and ensure our Field teams are operating at maximum efficiency.