Field Support Analyst

GFL Industries; Ocala (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

GFL Environmental in Ocala, FL is seeking a Field Support Analyst to serve as IT face for end users, providing Level 2 liaison, supporting Windows/macOS, Google Workspace, and MDM across site locations. You will ensure smooth daily operations and partner with IT teams to resolve complex issues.

Strong communication, ticket management, and Active Directory/MFA expertise are essential as you travel up to 50% to branch offices, image and deploy devices, resolve incidents, and document fixes while

Qualifications

• 2+ years of technical support experience in a decentralized IT environment.
• Experience handling VIP/executive escalations and multi-ticket queues.
• Proficiency in Windows OS, macOS, Google Workspace, Microsoft 365, MDM, and ServiceNow.

Responsibilities

• Provide in-person and remote support for hardware, software, printers, and peripherals.
• Image, configure, and deploy laptops, desktops, and mobile devices.
• Travel to branch offices for on-site repairs and hardware installations.
• Manage end-to-end service requests and incidents, including escalation to T2/T3.
• Document fixes in the internal knowledge base and manage AD, MFA, and mobile/MDM configurations.

Skills

Windows OS

macOS support

Google Workspace

Microsoft 365

MDM administration

ServiceNow

Hardware setup

Tier 1 networking/Wi‑Fi

Problem solving

Clear documentation

Education

Bachelor's degree or relevant certifications

Tools

Active Directory

MFA setup

MDM platforms

Job description

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.
• 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 escalated recurring issues to senior analysts to help improve service quality.

Success Criteria / Key Metrics

• 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.

Equal Opportunity Statement

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.

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.

Final selection decisions are made by our recruitment team.