Description

Under the general direction of the IT Service Support Regional Manager, the IT Field Support Analyst (FSA) provides customer service to an assigned end‑user base and acts as the liaison between IT and users for Level 2 needs. The role is responsible for maintaining and administering computer networks, hardware, system and application software, and all related configurations. The analyst represents the face of IT within the assigned region.

The FSA delivers desk‑side and remote technical assistance during regular business hours and supports special projects, handling complex assignments that require judgment and specialized knowledge. Responsibilities include creating and updating knowledge‑base solutions, enforcing policies, and evaluating, designing, and implementing new systems that enhance productivity. The analyst also provides technical consulting during implementations and upgrades.

Additional duties involve managing asset inventory, hardware lease agreements, service contracts, and vendor support agreements, as well as leading customer expectation management within the escalation process. The role participates in cross‑team programs, major strategic initiatives, and may travel to other business sites for support or training while adhering to departmental standards and performing required reporting.

• Serve as IT liaison to regional business units, providing desk‑side and remote Level 2 support.
• Maintain and administer computer networks, hardware, system and application software, and configurations.
• Resolve complex, cross‑technology incidents independently and collaborate on unusually complex issues.
• Escalate unresolved problems to higher‑level teams promptly.
• Create, update, and distribute knowledge‑base articles and enforce IT policies and procedures.
• Evaluate, design, and implement new systems to improve productivity and business operations.
• Provide technical consulting during system implementations and upgrades.
• Manage asset inventory, hardware lease agreements, service contracts, and vendor support agreements.
• Lead customer expectation management as part of the escalation process.
• Participate in cross‑team programs and major strategic initiatives, including travel to other sites.
• Communicate effectively with senior management, business units, and diverse constituencies.
• Develop and enforce IT policies, governance, and best practices.

Requirements

Required qualifications include a graduate degree in Computer Science, Engineering or a related discipline, with A+ and MCSA certifications preferred, and at least five years of end‑user services experience supporting large teams. Candidates must possess strong analytical, troubleshooting, and problem‑solving skills, knowledge of emerging hardware/software technologies, and the ability to develop and enforce IT policies and governance. Effective communication with senior management, business units, and diverse constituencies is essential, as is the ability to work under heavy workloads and travel up to 30 % across Canada.

• Hold a graduate degree in Computer Science/Engineering; A+ and MCSA certifications preferred.
• Bring 5+ years of end‑user services experience supporting large teams.
• Demonstrate strong analytical, troubleshooting, and problem‑solving skills.
• Possess knowledge of emerging hardware/software technologies and IT architectures.
• Maintain a high customer service orientation and strong relationship‑building skills.
• Work decisively under heavy workload, meet service‑level commitments, and travel ~30% across Canada.

Benefits

The position offers a salary range of $70,000 to $75,000 per annum. GFL Environmental is an equal‑opportunity employer that values diversity and provides accommodations for applicants with disabilities throughout the recruitment process. The company emphasizes safety, sustainability, and career growth for its employees.

Training + Development

Interview process

Visa Sponsorship

Security clearance