Hybrid Support Field Analyst

Job Description

Job Description

We are looking for a Hybrid Support Field Analyst to provide dependable technical assistance for end users in Baltimore, Maryland. This role supports daily desktop and help desk operations by resolving common hardware, software, and account-related issues while delivering a positive support experience. The ideal candidate is comfortable working in a hybrid environment, managing service requests efficiently, and troubleshooting Microsoft-based systems with a practical, customer-focused approach.

Responsibilities:
• Deliver front-line technical support for desktop, laptop, and workplace technology issues for onsite and remote users.
• Investigate and resolve incidents involving Windows operating systems, user access, and standard business applications.
• Manage incoming service desk requests, document work performed, and maintain accurate ticket updates through resolution.
• Create, modify, and support user accounts and permissions within Active Directory based on established procedures.
• Diagnose routine hardware and software problems, escalating more complex matters when additional expertise is required.
• Provide hands-on field support for workstation setup, device replacement, and general end-user technical assistance.
• Follow support standards and service expectations to ensure timely responses and consistent issue resolution.• At least 1 year of experience in help desk, desktop support, or a similar technical support position.
• Working knowledge of Active Directory for basic account administration and access support.
• Familiarity with Microsoft Windows environments, including Windows 10 troubleshooting.
• Experience handling service desk tickets and tracking incidents through completion.
• Ability to perform basic technical troubleshooting across hardware, software, and user access issues.
• Strong communication skills with the ability to assist users clearly and professionally in a hybrid support setting.