Field Support Analyst

About the Role

The Field Support Analyst is a client-facing IT professional responsible for delivering on-site technical support to our offices and providing remote assistance to users nationwide. In this role, you’ll handle advanced troubleshooting, support escalations from the Service Desk, and collaborate with local office leadership on IT needs, upgrades, and projects. You’ll play a key part in ensuring a high-quality customer experience while upholding our IT standards across hardware, software, networking, and collaboration systems.

Responsibilities

• Provide hands-on, on-site and remote support for desktops, laptops, mobile devices, and approved software applications across all locations, including support for executive meetings and company events.
• Troubleshoot and resolve issues related to Windows endpoints, user profiles, printing, application access, and network connectivity to ensure a high-quality customer experience.
• Serve as a second-level escalation point for the Service Desk, resolving complex or high-impact issues.
• Manage your individual ticket queue, ensuring timely updates, accurate documentation, and resolution of incidents and service requests.
• Support Active Directory administration (users, groups, permissions).
• Support Citrix/Virtual environments, including troubleshooting application launches, profile issues, and session performance.
• Afford basic networking troubleshooting involving switches, cabling, VLANs, DNS, DHCP, and IP configurations.
• Work with building management and external vendors during office upgrades or infrastructure changes.
• Cook up equipment deployments, cabling installations, and on-site technology support with local office staff and vendors.
• Coordinate office technology initiatives, including acquisitions, relocations, new office buildouts, and hardware refresh cycles.
• Design and validate conference room AV solutions in alignment with company standards.
• Develop and maintain technical documentation, standard operating procedures, and knowledge base articles.
• Provide training and guidance to end users on company systems, tools, and processes.

Cyber Security Job Responsibilities

• Operate in accordance with company Policies for the Information Security Program (PISP) and Standards for the Information Security Program (SISP).
• Stay up to date with security updates and improvements, implementing enhancements as appropriate.
• Protect systems against unauthorized access by appropriately defining access.
• Upgrade systems by implementing and maintaining security and technical controls.

Qualifications

• 3-5 years of IT support experience in a corporate or multi-site environment.
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
• Experience supporting Windows 10/11 endpoints, Citrix Virtual Apps and Desktops, Active Directory, and ITSM tools (e.g., ServiceNow).
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and wireless technologies.
• Experience supporting printers, conference room AV, and general office IT infrastructure.
• Familiarity with enterprise messaging systems, M365 administration, and endpoint management tools preferred.
• Relevant industry certifications (Microsoft, CompTIA, or Citrix) are a plus.
• Ability to explain complex technical concepts to both technical and non-technical users.
• Strong organizational, customer service, and problem-solving skills; able to manage multiple priorities independently.
• Flexibility to work occasional evenings or weekends.
• Willingness to travel approximately 20%-30% to company locations for support, projects, and office upgrades.

Benefits

Salary Range: $65,000 - $75,000. This is a bonus eligible position with a target incentive of 5%.