Field Technology Support Analyst

Responsibilities

• Provide responsive, daily support for field technology and application requests, incidents, and problems via phone, incident management systems, support chat channels, and direct engagement with jobsite users.
• Maintain functional and technical proficiency in field-facing platforms, mobile applications, materials and construction operations workflows.
• Aid operations and support team members by resolving escalated field technology issues and sharing practical troubleshooting techniques.
• Use remote management, mobile device, and application administration tools to deliver efficient support for field users and devices.
• Record and update detailed notes on all field technology support requests, tasks, and issue patterns in the incident tracking system.
• Provide support outside standard business hours when field operations require timely resolution of escalated application issues.
• Analyze and resolve field technology, application, mobile device, integration, data entry, connectivity, and workflow issues, including recurring or isolated problems.
• Research data, synchronization, access, connectivity, device, and transaction issues related to field technology and applications, and coordinate resolution with application owners or vendors as needed.
• Use application, device, network, and monitoring tools to diagnose performance, connectivity, and usability issues impacting field users.
• Create, manage, and suspend application and field technology access while ensuring proper approvals, documentation, and audit readiness.
• Validate field technology and application permissions in line with job roles, project assignments, business processes, and operational requirements.
• Develop and update FAQs, quick-reference guides, and standard operating procedures for field users, operations teams, and support staff.
• Participate in and lead training sessions for support team members and field users on specific applications, processes, and technology changes.

Qualifications

• Education & Certification: Bachelor’s degree in Business, Information Technology, Computer Science, Engineering, Finance, or a related field preferred. Certifications or training related to IT service management, business analysis, enterprise applications, reporting tools, Microsoft platforms, or business process improvement preferred.
• Experience: 2–3 years of related experience supporting business systems, enterprise applications, reporting tools, Microsoft platforms, or IT support functions.
• Required Skills And Competencies: Technical Proficiency: Expertise in incident management systems, enterprise SaaS solutions, business applications, reporting tools, application administration, data workflows, and Microsoft productivity suites. Problem Solving: Advanced troubleshooting and diagnostic skills for business systems, application, workflow, access, reporting, integration, configuration, and data-related issues. Communication: Strong verbal and written communication skills with a focus on delivering clear, practical support to business and IT users. Interpersonal Skills: Adaptable, detail-oriented, and able to work effectively with business teams, operations leaders, shared services teams, vendors, and IT colleagues in fast-paced environments. Personal Attributes: High ethical standards, strong decision-making ability, practical judgment, and a sense of urgency and accuracy when supporting business operations.