Technical Field Support Analyst

Keystone Human Services; Kensington, Rocky Hill (MD, CT); On-site; USD 42,000 - 52,000; Full time

Job summary

Keystone Human Services in Kensington, MD, is seeking a full-time Technical Field Support Analyst to join our Information Technology team. You will provide responsive hardware, software, and network support to employees, manage service requests from start to finish, and document work in our ticketing system.

The role emphasizes customer-focused, professional support, on-call rotation, and collaboration with cross-functional partners to resolve issues quickly and maintain enterprise systems.

Qualifications

• High school diploma or equivalent and three years of experience in a help desk environment.
• Bachelor's degree in a related field and at least one year of experience in a help desk environment.
• One year of supervisory experience is preferred.

Responsibilities

• Promote Keystone's mission, values, and culture through all aspects of the role
• Respond to incoming calls, emails, and walk-in requests and provide friendly, consistent, and timely technical support
• Troubleshoot and resolve issues involving computers, printers, networking hardware and software, office software, enterprise applications, and peripheral devices
• Track assigned service calls from start to finish and escalated issues when additional support or management attention is needed
• Document service activities accurately and promptly in the ticket tracking system and communicate status updates to end users
• Create and delete Active Directory accounts, process name changes, and complete assigned account-management requests
• Coordinate new hardware requests, receive deliveries, troubleshoot and repair equipment, and assist with hardware image creation
• Maintain positive working relationships with employees, agency personnel, vendors, and cross-functional partners
• Participate in the on-call support rotation as required
• Follow applicable technology, confidentiality, safety, regulatory, and organizational policies and procedures
• Maintain appropriate and professional boundaries
• Perform other duties as assigned

Skills

Communication skills

Customer service

Troubleshooting

Education

High school diploma or equivalent + 3 years help desk experience

Bachelor's degree in related field + 1 year help desk experience

One year supervisory experience

Tools

Active Directory

Ticketing system

Job description

Keystone Human Services is seeking a full-time Technical Field Support Analyst to join our Information Technology team. In this role, you will provide responsive technical support to employees by troubleshooting, repairing, maintaining, and installing computer hardware, software, network equipment, and peripheral devices. You will manage service requests from start to finish, document work in the ticket tracking system, and collaborate with team members to deliver timely, consistent support. Our work is rooted in the belief that every person should have the opportunity to thrive, contribute, and fully participate in all that society has to offer. The Technical Field Support Analyst serves as a primary point of contact for technical assistance and works to resolve employee issues efficiently and professionally. This position supports computers, printers, networking hardware and software, office applications, and enterprise systems while ensuring service calls are completed within established service expectations.

Responsibilities

• Promote Keystone's mission, values, and culture through all aspects of the role
• Respond to incoming calls, emails, and walk-in requests and provide friendly, consistent, and timely technical support
• Troubleshoot and resolve issues involving computers, printers, networking hardware and software, office software, enterprise applications, and peripheral devices
• Track assigned service calls from start to finish and escalated issues when additional support or management attention is needed
• Document service activities accurately and promptly in the ticket tracking system and communicate status updates to end users
• Create and delete Active Directory accounts, process name changes, and complete assigned account-management requests
• Coordinate new hardware requests, receive deliveries, troubleshoot and repair equipment, and assist with hardware image creation
• Maintain positive working relationships with employees, agency personnel, vendors, and cross-functional partners
• Participate in the on-call support rotation as required
• Follow applicable technology, confidentiality, safety, regulatory, and organizational policies and procedures
• Maintain appropriate and professional boundaries
• Perform other duties as assigned

Compensation & Benefits

• Hourly pay: $23.00
• Full time, non-exempt position eligible for overtime in accordance with applicable law
• Where applicable, this position may also be eligible for additional compensation programs such as shift differentials, premium pay, stipends, bonuses, or other role-specific compensation
• Eligible employees will have access to our comprehensive benefits package, including medical, dental, and vision insurance; a 401(k) retirement plan with company match; paid time off; tuition reimbursement; a student loan forgiveness program based on eligibility requirements; wellness programs; and more

Education & Experience Qualifications

• High school diploma or equivalent and three years of experience in a help desk environment
• Bachelor's degree in a related field and at least one year of experience in a help desk environment
• One year of supervisory experience is preferred

Additional Qualifications

• Proven experience as a computer technician or in a similar technical support role
• Thorough knowledge of computer systems and information technology components
• Functional knowledge of internet security and data privacy principles
• Experience supporting Local Area Networks and Wide Area Networks
• Strong written and verbal communication skills, with the ability to understand and apply written information
• Ability to learn and use advanced computer software and web-based systems
• Valid driver's license and reliable access to a privately maintained and insured vehicle may be required based on work location
• Ability to successfully complete the pre-employment process, including required background checks, clearances, and verifications

Keystone Human Services prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on any category protected by applicable federal, state, or local law.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Who we are

Keystone Human Services works to create an environment where all people, regardless of ability, can grow, make choices and be valued and contributing members of the community.

What we do

Keystone Human Services provides community-based services for children, adolescents, adults, and families in the areas of intellectual disabilities, autism, and mental health. In addition, we provide technical assistance to governments and other organizations to develop frameworks of support for people with disabilities. We also support educational efforts to promote community understanding and awareness of the value and importance of inclusion for all people in all aspects of society.

We offer services and supports in Pennsylvania, Connecticut, Delaware, and New Jersey in the United States, as well as parts of Eastern Europe and India.

Keystone Human Services works to make our website accessible.