IT Field Support Analyst

Role Summary

The IT Field Support Analyst serves as the primary "Face of IT" for our regional business units. Reporting to the IT Service Support Regional Manager, you will provide high-level technical administration, network maintenance, and Level 2 support. You will act as a strategic liaison, bridging the gap between technical infrastructure and end-user productivity.

Key Responsibilities

• Technical Support: Provide expert desk-side and remote assistance for hardware, systems software, and complex network configurations.

• Infrastructure Management: Administer computing environments and resolve single or cross-technology incidents independently.

• Strategic Liaison: Build strong relationships with senior business unit management to align IT services with regional goals.

• System Implementation: Evaluate and design new systems to enhance operations; provide technical consulting for upgrades and production systems.

• Compliance & Assets: Enforce IT policies, maintain asset inventory (leases/contracts), and update knowledge base solutions.

• Escalation Lead: Manage non-resolvable issues by coordinating with higher-level teams and leading customer expectation management.

Qualifications & Competencies

• Education: Graduate degree in Computer Science, Engineering, or a related IT focus.

• Experience: 2-3 years of end-user service experience within large-scale, complex organizations.

• Certifications: A+ and MCSA certifications are highly preferred.

• Technical Depth: Strong knowledge of emerging hardware/software technologies, IT architecture, and governance.

• Leadership: Proven ability to manage diverse constituencies and maintain service levels under high-pressure, mission-critical timelines.

• Soft Skills: Assertive problem-solver with a strong customer-service orientation and the ability to build relationships at the executive level.