Field Support Analyst

Description and Requirements

About the Role:

The Field Support Analyst is a client-facing IT professional responsible for delivering on-site technical support to our offices and providing remote assistance to users nationwide. In this role, you'll handle advanced troubleshooting, support escalations from the Service Desk, and collaborate with local office leadership on IT needs, upgrades, and projects. You'll play a key part in ensuring a high-quality customer experience while upholding our IT standards across hardware, software, networking, and collaboration systems.

What You'll Do:

• Provide hands-on, on-site and remote support for desktops, laptops, mobile devices, and approved software applications across all locations, including support for executive meetings and company events.
• Troubleshoot and resolve issues related to Windows endpoints, user profiles, printing, application access, and network connectivity to ensure a high-quality customer experience.
• Serve as a second-level escalation point for the Service Desk, resolving complex or high-impact issues.
• Manage your individual ticket queue, ensuring timely updates, accurate documentation, and resolution of incidents and service requests.
• Support Active Directory administration (users, groups, permissions).
• Support Citrix/Virtual environments, including troubleshooting application launches, profile issues, and session performance.
• Assist with basic networking troubleshooting involving switches, cabling, VLANs, DNS, DHCP, and IP configurations.
• Work with building management and external vendors during office upgrades or infrastructure changes.
• Support office technology initiatives, including acquisitions, relocations, new office buildouts, and hardware refresh cycles.
• Coordinate equipment deployments, cabling installations, and on-site technology support with local office staff and vendors.
• Design and validate conference room AV solutions in alignment with company standards.
• Develop and maintain technical documentation, standard operating procedures, and knowledge base articles.
• Provide training and guidance to end users on company systems, tools, and processes.

Cyber Security Job Responsibilities:

• Operate in accordance with company Policies for the Information Security Program (PISP) and Standards for the Information Security Program (SISP).
• Stay up to date with security updates and improvements, implementing enhancements as appropriate.
• Protect systems against unauthorized access by appropriately defining access.
• Upgrade systems by implementing and maintaining security and technical controls.

What We're Looking For:

• 3-5 years of IT support experience in a corporate or multi-site environment.
• Bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
• Experience supporting Windows 10/11 endpoints, Citrix Virtual Apps and Desktops, Active Directory, and ITSM tools (e.g., ServiceNow).
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and wireless technologies.
• Experience supporting printers, conference room AV, and general office IT infrastructure.
• Familiarity with enterprise messaging systems, M365 administration, and endpoint management tools preferred.
• Relevant industry certifications (Microsoft, CompTIA, or Citrix) are a plus.
• Ability to explain complex technical concepts to both technical and non-technical users.
• Strong organizational, customer service, and problem-solving skills; able to manage multiple priorities independently.
• Flexibility to work occasional evenings or weekends.
• Willingness to travel approximately 20%-30% to company locations for support, projects, and office upgrades.

#LI-JM4

Why USI?
With approximately $3 billion in revenue and over 10,500 associates across approximately 200 offices nationwide, USI is one of the largest insurance brokerage and consulting firms in the world. At USI, we have created one of the most dynamic personal and professional development cultures in the industry. We invest heavily in our associates, and we take pride in celebrating their growth and success through our one-of-a-kind employee reward and recognition programs.


Unrivaled Resources and Support
What truly distinguishes USI as a premier insurance brokerage and consulting firm is the USI ONE Advantage® , a game-changing value proposition that delivers to clients a robust set of risk management and benefit solutions with bottom-line financial impact. USI ONE® represents Omni, Network, Enterprise-the three key elements that set USI apart from the competition. Through USI ONE, we develop strategic, timely, and effective risk management and benefit programs in terms that are easy to understand, and we demonstrate how the solutions can have a positive economic impact.

Industry-Leading Programs, Rewards, and Recognition
In addition to competitive pay, incentives, and benefits, USI recognizes associates through our Summit Awards program, rewarding excellence in those who build our brand each day. USI offers employee programs that recognize outstanding achievement and help our associates lead healthy, productive lives. We turn care into action with our award-winning wellness program, college scholarships for associates' children, and financial help in times of need.


Deep Community Engagement
We are committed to giving back to our local communities and supporting a culture of environmental sustainability. From sharing our time, talent, and resources to support local non-profit organizations, animal shelters, and environmental beautification and restoration projects - to partnering with eco-conscious vendors and taking steps to reduce our own environmental footprint - we're working together as ONE to build a better future.

Committed to a Diverse and Inclusive Workplace
Our award-winning I'm With U diversity and inclusion program educates our associates to help them better understand and serve our clients, prospects, fellow team members, and local communities through curated education and training resources, employee support programs, and community outreach initiatives to build a more diverse, equitable, and inclusive culture.

Nationally Recognized as a Top Insurance Employer

• Recognized as one of Insurance Business America's Top Insurance Employers eight consecutive years (2018-2025).
• Named to Business Insurance's annual list of the Best Places to Work in Insurance six years in a row (2020-2025).
• Named to Fortune's Best Workplaces in Financial Services & Insurance list for the last two years (2024-2025).
• Certified as a Great Place To Work two years in a row (2024-2025).

Visit our Awards and Accolades page for a complete list of our latest industry awards and recognitions!

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.

Salary Range: $65,000 - $75,000. This is a bonus eligible position with a target incentive of 5%.