Field Support Analyst

Job description

Who we are:

VersaTrust (A Network Coverage Company) is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner.

VersaTrust believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.

Integrity, Humility, Ownership, Urgency, Service.

What the role is:

Field Support Analyst

Level: Entry Level

Reports To: Service Operations Manager

Basic Scope and Function:

The primary objective of the Field Support Analyst is to address and resolve client's IT requests/issues on site. The goals are to complete the task at hand as efficiently as possible and with as minimal impact to the client as possible. When not on site with a customer, you will be working in the office, getting workstations configured to roll out to customers. You will also work support tickets as time allows.

Knowledge, Skills and Abilities (KSAs) Required:

• Strong problem-solving skills, firm understanding of how to properly troubleshoot problems
• Excellent customer service skills, including understanding how to de-escalate, and how to deliver the most efficient solution
• Strong communication skills, both verbal and written
• Ability to ask qualifying questions to produce the optimal result
• Strong familiarity with Windows desktop operating systems
• Strong familiarity with Microsoft Office applications
• Experience with Mac OS and iOS is preferred, but not required
• Basic understanding of networking concepts
• Familiarity with Windows server operating systems are a big plus
• Familiarity with RMM tools is a plus, but not required
• Strong organizational, operational and inter-personal skills
• Assertive, customer-oriented and task-driven attitude
• Reliable personal transportation for use in traveling to clients' offices is essential

Minimum Experience and Education Required:

• Prefer a minimum of 1 year real world IT experience.
• No College Education or Certifications Required

Supervisory/Managerial Experience and Responsibility:

• No supervisory or managerial experience required
• No supervisory or managerial duties in this role

Work Environment:

Work is primarily performed in standard office environments or from your home office. Client environments may vary. May be exposed to moderate noise levels from machinery. Work involves operation of personal computer equipment for 8 hours or more daily.

Physical Requirements:

• Sitting
• Standing
• Moving of self
• Moving of equipment
• Communicating
• Visual acuity for driving and computer work
• Kneeling
• Crawling
• Reaching
• Stooping
• Lifting
• Pulling