ITSS Field Support Analyst

GFL Industries; Mokena (IL); On-site; USD 55,000 - 85,000; Full time

Job summary

GFL Industries seeks a Field Support Analyst to deliver Level 2 IT support and regional network administration. You will liaise between end-users and IT, coordinating with the IT Service Support Regional Manager for service delivery.

Responsibilities include troubleshooting, infrastructure management, and project leadership for upgrades. Travel to regional sites ~30% is required, with strong analytical and interpersonal skills essential.

Qualifications

• Graduate degree in Computer Science, Engineering, or related field.
• 2+ years in End User services with large team support and IT service providers.
• Proficiency in Google Workspace and ServiceNow; A+ or MCSA certifications preferred.
• Willingness to travel up to 30% to regional sites.

Responsibilities

• Provide onsite and remote troubleshooting for hardware, software, and network configurations.
• Administer computer networks and systems software; evaluate and implement new productivity tools.
• Build relationships with senior management to align IT services with business needs.
• Lead technical consulting for upgrades and support large-scale strategic initiatives.
• Manage asset inventory, vendor contracts, and knowledge base documentation.
• Resolve complex cross-technology incidents and manage customer expectations during outages.

Skills

Google Workspace

ServiceNow

A+/MCSA certifications

Analytical troubleshooting

Decisive judgment under pressure

Interpersonal skills

Education

Graduate degree in Computer Science, Engineering, or related field

Job description

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.

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.

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.