Job Description

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 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
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
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 and Competencies:
In-progress or completed Graduate degree in Computer Science, Engineering or related discipline with an IT focus
Certifications: A+ Certification and MCSA Certification preferred. HDI Support Center Analyst (to be completed within first 90 days)
2+ years of End User services experience with large teams to support
Ability to configure and troubleshoot Apple products in a business environment
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)
Able to travel ~30% between US & Canada

We thank you for your interest. Only those selected for an interview will be contacted.

GFL Environmental is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply. We seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences. GFL will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.