Support/Field Analyst

Klik.Solutions

Hybrid Support/Field Analyst at Klik Solutions delivering technical service and customer support. Responsible for on-site and remote assistance during field visits and from the Support Center.

Posted 7/3/2026full-timeBaltimore • Maryland • 🇺🇸 United StatesJuniorMid-Level💰 $50,000 per yearWebsite

Tech Stack

Tools & technologies

MacOSServiceNow

About the role

Key responsibilities & impact

Deliver customer service and technical support during field visits or dispatches.
Provide remote support from the Support Center, handling incidents and service requests via PSA ticketing system, phone, email, and voicemail.
Apply best practice troubleshooting methods to diagnose and resolve technical issues.
Document all incidents, service requests, and actions taken in the PSA ticketing system.
Keep customers informed on the progress and resolution of their requests.
Escalate complex issues to the appropriate teams.
Collaborate with users to identify problems and recommend solutions.
Assist with new projects and initiatives as assigned by the Project Management Office (PMO).
Track, monitor, and maintain Support Center and Field metrics and KPIs.
Safely operate vehicles and utilize field automation tools.

Requirements

What you’ll need

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience)
2–4 years of experience in technical support, IT helpdesk, or field service roles
Strong knowledge of Windows and macOS operating systems, networking, and common business applications
Experience with PSA ticketing systems (e.g., ConnectWise, ServiceNow, or similar)
Excellent troubleshooting and diagnostic skills with a methodical approach to problem-solving
Ability to manage multiple priorities in a fast-paced environment
Strong written and verbal communication skills
Customer-focused with proven ability to build strong relationships
Valid driver’s license

Benefits

Comp & perks

Equal Employment Opportunity Statement
Reasonable accommodation policy
Broad spectrum of services including technology solutions

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical SupportTroubleshootingDiagnostic SkillsNetworkingField ServiceIncident ManagementService RequestsKPI TrackingField Automation ToolsCustomer Service

Soft Skills

Communication SkillsCustomer-FocusedRelationship BuildingProblem-SolvingMulti-Priority Management

Certifications

Associate’s DegreeBachelor’s DegreeValid Driver’s License