Technical Field Support Analyst III

Vaco

  • Fort Worth, TX
  • $80,000-95,000 per year
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Technical Field Support Analyst III | 452199
DETAILS
Location: Fort Worth, TX 76104 (onsite 5-days per week for the first 2-weeks / 2-3 days onsite thereafter)
Position Type: Direct-Hire / Fulltime
Hourly / Salary: to $95K + 10% bonus structureJOB SUMMARY
Vaco Technology is currently seeking a Technical Field Support Analyst III for a Direct-Hire opportunity that is located in Fort Worth, TX (onsite 5-days per week for the first 2-weeks / 2-3 days onsite thereafter). The Technical Field Support Analyst III will act as the Team Lead and the key resource to enable the technology stack, assist the support teams, and provide onsite white-glove support to 20+ locations spread across Dallas and Fort Worth, TX. The Technical Field Support Analyst III will collaborate with and direct teams of technical experts, remotely and/or onsite, in order to maintain customer satisfaction. The Technical Field Support Analyst III will coordinate technical projects with the support of the entire homebase support team.
  • Participate in Timely Client Communications / Tracking – Especially in an Emergency / Escalated Issues
  • Create / Maintain Documentation – ServiceNow
  • Direct Team Activities – Leading / Managing Team Members
  • Observe / Follow All Protocols / Processes / Policies – Outlined by Leadership / Training Materials
  • Day-to-Day Practice Desk Operations – Trouble Ticket Resolution / Technical Customer Service / Response to Items Related to Technology Operations
  • Respond / Resolve Assistance Requests – Providing Superior White-Glove Service
  • Log / Track Issues – Proactively Maintaining Problem Ticketing Database
  • Determine Appropriate Technical Areas / Vendor to Resolve Problems
  • Troubleshoot / Escalate Customer Issues Support Agents are Unable to Resolve
  • Provide Feedback / Updates to Customers / Teammates – From Initial Contact Through Resolution of Enterprise-Wide Technology Issues
  • Plan / Test / Implement Platform Upgrades – Partnering with Product Owners
  • Define / Implement Continuous Improvements – Identifying Opportunities to Leverage Automation
  • Create Standards / Procedures – Support Service Desk Platform / Processes
  • Participate in On-Call Support (as required)
  • Understand / Apply Service Management Best Practices – Ensuring Operational Efficiency and Alignment with Industry Standards
  • Think Critically About Systems – Adjusting / Adapting Approaches Based on Performance / Environment
  • Analyze Incidents / Manage Problems – Sustainably Removing Inefficiencies in the Support Process
  • Execute Change Management – Introducing Updates Across the Technology Operating Environment
  • Communicate Effectively – Influencing / Persuading Stakeholders
  • Promote / Advocate for Service Desk – Marketing Services / Securing Resources/Support/Recognition
  • Recognize Service Gaps – Filling in as Key Player During Ticket Spikes / Low Resource Availability
  • Hardware / Software / Network Troubleshooting – Applying Strong Technical Knowledge Across Platforms (MS Servers / SANs / Network Infrastructure, etc.)
  • Multitask / Prioritize Effectively – Managing Competing Service Issues with Responsiveness
  • Manage Client Systems Remotely – Supporting Computers / Servers Across Distributed Environments
  • Perform Directory / Messaging Tasks – Active Directory / Exchange User and Group Maintenance
  • Apply Azure Cloud Knowledge (strongly preferred)
About the Project: The Technical Field Support Analyst III is a senior-level role supporting specialty medical practices across the DFW metroplex and will serve as a proactive technical lead and field engineer within a hybrid support model. Unlike traditional L2 task-takers, the Technical Field Support Analyst III will require someone that is comfortable with client-facing troubleshooting, onsite assessments, and project-based work. The ideal Technical Field Support Analyst III will be a self-starter who is not afraid to take initiative, suggest improvements, and execute autonomously with some guidance from the centralized IT leadership. The Technical Field Support Analyst III is a hands-on role, incluing maintaining and improving the performance of critical IT systems across numerous clinical and administrative locations in the DFW area. The ideal Technical Field Support Analyst III will be a blend of proactive problem-solving, project support, and onsite troubleshooting with remote collaboration across a centralized IT team. The Technical Field Support Analyst III will travel to nearby clinic or office locations to address issues that require onsite presence, ranging from end-user support and device troubleshooting to network performance concerns and hardware replacements. These onsite support visits require both technical acumen and the ability to engage respectfully with clinical staff and stakeholders to minimize operational disruption. Additionally, the Technical Field Support Analyst III will be involved in project-related work, including participating in infrastructure upgrades, supporting software rollouts, or helping implement new procedures that streamline IT service delivery. The Technical Field Support Analyst III will also be expected to document fixes in the ticketing system, contribute to knowledge-sharing, and identify opportunities for continuous improvement, especially in areas that can be automated and/or standardized.JOB REQUIREMENTS
  • Technical Field Support Analyst III – Providing Onsite White-Glove Service for End-Clients
  • Microsoft Ecosystem: O365 / M365 Administration / Active Directory / Azure AD / Entra ID / Workspace Platform (strongly preferred)
  • Hardware / Systems: Endpoint / Workstation Troubleshooting / Remote Management
  • Cloud / Infrastructure: Basic Networking Support (can be trained) TCP/IP / DNS / DHCP, etc. | No deep Firewall / VM expertise needed
  • MSP (Managed Services Provider) – Previous / Current Experience working for an MSP (STRONGLY preferred)
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.

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