Field Support AnalystGFL Environmental is looking for a Field Support Analyst to join our team out of our Kansas City, MO office! Under the general direction of IT Service Support Regional Manager, the ITSS Field Support Analyst (FSA) provides customer service to an assigned end user base. This role is responsible for the maintenance and administration of computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
The ITSS Field Support Analyst is the face of IT and will act as a liaison between IT and the end user for Level 2 IT related needs.Key Responsibilities:Serves as the IT liaison to regional business unit end usersProvide desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiativesMaintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software and all configurationsEscalate non-resolvable issues to higher-level teams in a timely mannerProvide support and assistance for Business Unit process systems as requiredCreate, monitor and enforce policies and proceduresCreate, distribute and update knowledge base solutionsEvaluate, design and implement new systems that increase productivity or enhance overall business operationsIntegrate technical knowledge and business understanding to resolve problems for customersWork with team members to resolve unusually complex or cross technology incidentsProvide technical consulting during implementations and upgrades to production systemsBuild and maintain strong relationship up to senior management level within their Business Units in assigned regionsAssists in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreementsEstablishes and maintains positive and effective work relationships with co-workers, leaders, and customersProvide leadership within team and assists with training and mentoring other Field Support Analysts in their daily tasksLead Customer Expectation management as part of escalation processWork on cross-team or large programs/projects and provide direct support to major/complex and strategic initiatives and programsTravel to other business sites to provide additional support or to attend training sessionsAdheres to departmental standards and ensures appropriate use of information systemsPerform reporting and administrative functions as requiredKnowledge, Skills, Abilities and Competencies:Graduate degree in Computer Science, Engineering or related discipline with an IT focusCertifications: A+ Certification and MCSA Certification preferred5+ years of End User services experience with large teams to supportAbility to conduct research into application development issues and productsStrong analytical skills, including troubleshooting and integration of IT servicesKnowledge of existing and emerging hardware and software technologies and IT architecturesStrong problem solving, decision making, sound judgment, assertiveness in developing efficient and effective solutions to diverse and complex business problemsAbility to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituenciesAbility to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance with service level commitmentsAbility to manage multi-cultural and multi-located teamsHigh willingness to drive transformation and service improvementStrong customer / end-user / client service orientationStrong relationship building and interpersonal skillsWork experience in a related industry setting is a plusWork experience at an IT service provider is a plus (managerial and/or delivery level)Able to travel - 60% Travel between Missouri and Kansas (potentially TN/KY)