Senior Field Support Analyst

Under the general direction of IT Service Support Regional Manager, the ITSS Senior 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 Senior 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. This position will also be called on to serve in an elevated capacity by participating in one or more Centers of Excellence. Key Responsibilities: • Able to travel ~50% between US (Arkansas, Oklahoma, etc.) • Serves as the IT liaison to regional business unit end users • Provide desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives • Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations • Work on assignments that are complex in nature and require judgment, initiative and specialized knowledge to identify, resolve and recommend solutions to problems • Escalate non-resolvable issues to higher-level teams in a timely manner • Provide support and assistance for Business Unit process systems as required • Create, monitor and enforce policies and procedures • Create, distribute and update knowledge base solutions • Evaluate, design and implement new systems that increase productivity or enhance overall business operations • Integrate technical knowledge and business understanding to resolve problems for customers • Resolve single and cross technology incidents independently • Work with team members to resolve unusually complex or cross technology incidents • Provide technical consulting during implementations and upgrades to production systems • Build and maintain strong relationship up to senior management level within their Business Units in assigned regions • Assist in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements • Establishes and maintains positive and effective work relationships with co-workers, leaders, and customers • Lead Customer Expectation management as part of escalation process • Work on cross-team or large programs/projects and provide direct support to major/complex and strategic initiatives and programs • Travel to other business sites to provide additional support or to attend training sessions • Adheres to departmental standards and ensures appropriate use of information systems • Perform reporting and administrative functions as required Knowledge, Skills, Abilities and Competencies: • Graduate degree in Computer Science, Engineering or related discipline with an IT focus • Certifications: A Certification and HDI certification (both HDI Support Center Analyst HDI Desktop Advanced Support Technician) required, MCSA Certification preferred • 4 years of End User services experience with large teams to support • Ability to conduct research into application development issues and products • Strong analytical skills, including troubleshooting and integration of IT services • Knowledge of existing and emerging hardware and software technologies and IT architectures • Strong problem solving, decision making, sound judgment, assertiveness in developing efficient and effective solutions to diverse and complex business problems • Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies • Ability 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 commitments • Ability to manage multi-cultural and multi-located teams • High willingness to drive transformation and service improvement • Strong customer / end-user / client service orientation • Strong relationship building and interpersonal skills • Work experience in a related industry setting is a plus • Work experience at an IT service provider is a plus (managerial and/or delivery level) #GFLTalent We thank you for your interest. Only those selected for an interview will be contacted. GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com Current GFL Employees If you are an existing GFL employee and would like to search and apply to current job openings, please visit the internal GFL Jobs Hub. At the heart of GFL lies our greatest asset—our people. So, we're glad you landed here! We believe in great careers, making a positive impact on the environment and supporting our people with their life ambitions. We aspire to create the right jobs in a way that brings you along with us. At GFL, growth isn’t just for our business—it’s for our people. Because we see the potential in all our employees to do whatever it is they set their mind to, and we’re proud to support them in that journey. We consider our employees’ personal goals, helping them create the career, and life, that they desire—whether it’s advancing in their job, learning new skills, forming lasting relationships, or mentoring others, while having time to pursue other life ambitions. With safety and sustainability at the core of what we do, we all come together to form “Team Green”—united by our shared purpose to provide environmental solutions that enable our customers and the communities we serve to be Green For Life. We’re proud to say that working for GFL is more than a job. It’s an opportunity to make a difference and grow tremendously along the way. Regardless of the work we’re doing today, we’ve got our sights set on the big picture—not just tomorrow, but for life. GFL empowers those looking for growth in their career and lives, whether that's on our Field Operations teams or Professional Services teams. Field Operations – Our Field positions offer candidates across North America the potential for limitless growth and skill expansion as the front line of our organization, making them central to our company's vision of creating cleaner and more sustainable communities. Professional Services – Our Corporate positions located in key North American offices grow candidates to form strong client relations, manage key programs and accounts, and ensure our Field teams are operating at maximum efficiency.