Field Support Analyst

Role overview

Responsibilities

• Resolve, track, and follow up on incidents and service requests through the IT ticketing system.
• Support, repair, and install desktop, laptop, tablet, mobile, cabling, and telephony equipment.
• Provide audio-visual and Council Technology support as needed.
• Maintain technology asset inventory and configuration records and follow asset disposal and data destruction guidelines.
• Troubleshoot reported problems, prioritize incidents, resolve Tier 1 issues, and escalate others to Tier 2 providers.
• Prepare and install hardware and software, including imaging, deployment, and configuration.
• Keep customers informed about unresolved issues and report major incident risks or recurring trends.
• Connect and patch network and telephony drops, maintain patch cables and closets, and coordinate with cabling contractors.
• Analyze common problems and recommend solutions to IT staff.

Qualifications

• Diploma in Computer Science or a related field, or a suitable combination of formal education and experience.
• Recognized Help Desk, Service Desk, Desktop Support, or Networking designation and willingness to maintain it.
• Three years of IT experience troubleshooting software, hardware, and networks.
• Valid Nova Scotia driver's license and access to a vehicle.
• Strong hardware troubleshooting knowledge, including computers, mobile devices, peripherals, and meeting room technology.
• Experience with wired and wireless networking, telephony troubleshooting, and remote troubleshooting tools.
• Excellent knowledge of Microsoft Office and experience with Windows operating systems.
• Working knowledge of Active Directory and SCCM is an asset.
• Strong customer service, communication, analytical, problem-solving, organization, and prioritization skills.