Support/Field Analyst

Jobtailor; Baltimore (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor is seeking a field service and IT support professional to deliver customer service and technical support during field visits and dispatches. You will also provide remote support from the Support Center, handle incidents via PSA ticketing, and document actions in the PSA system.

The ideal candidate has 2–4 years in technical support or field service, solid knowledge of Windows and macOS, networking and business apps, and a proven ability to troubleshoot methodically while communicating

Qualifications

• Associate’s or Bachelor’s degree in IT, CS, or related field (or equivalent work experience).
• 2–4 years of experience in technical support, IT helpdesk, or field service roles.
• Strong knowledge of Windows and macOS operating systems, networking, and common business applications.
• Experience with PSA ticketing systems (e.g., ConnectWise, ServiceNow, or similar).
• Excellent troubleshooting and diagnostic skills with a methodical approach to problem-solving.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills.
• Customer-focused with proven ability to build strong relationships.
• Valid driver’s license.

Responsibilities

• Deliver customer service and technical support during field visits or dispatches.
• Provide remote support from the Support Center, handling incidents and service requests via PSA ticketing system, phone, email, and voicemail.
• Apply best practice troubleshooting methods to diagnose and resolve technical issues.
• Document all incidents, service requests, and actions taken in the PSA ticketing system.
• Keep customers informed on the progress and resolution of their requests.
• Escalate complex issues to the appropriate teams.
• Collaborate with users to identify problems and recommend solutions.
• Assist with new projects and initiatives as assigned by the Project Management Office (PMO).
• Track, monitor, and maintain Support Center and Field metrics and KPIs.
• Safely operate vehicles and utilize field automation tools.

Skills

Technical support

Windows

macOS

Networking

PSA ticketing

Troubleshooting

Communication skills

Customer service

Driver's license

Education

Associate/Bachelor's degree in IT/CS or related field

Tools

PSA ticketing

Job description

Responsibilities

• Deliver customer service and technical support during field visits or dispatches.
• Provide remote support from the Support Center, handling incidents and service requests via PSA ticketing system, phone, email, and voicemail.
• Apply best practice troubleshooting methods to diagnose and resolve technical issues.
• Document all incidents, service requests, and actions taken in the PSA ticketing system.
• Keep customers informed on the progress and resolution of their requests.
• Escalate complex issues to the appropriate teams.
• Collaborate with users to identify problems and recommend solutions.
• Assist with new projects and initiatives as assigned by the Project Management Office (PMO).
• Track, monitor, and maintain Support Center and Field metrics and KPIs.
• Safely operate vehicles and utilize field automation tools.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience)
• 2–4 years of experience in technical support, IT helpdesk, or field service roles
• Strong knowledge of Windows and macOS operating systems, networking, and common business applications
• Experience with PSA ticketing systems (e.g., ConnectWise, ServiceNow, or similar)
• Excellent troubleshooting and diagnostic skills with a methodical approach to problem-solving
• Ability to manage multiple priorities in a fast-paced environment
• Strong written and verbal communication skills
• Customer-focused with proven ability to build strong relationships
• Valid driver’s license