Field Service Analyst

Orbia

Field Service Analyst providing on-site IT support for end-user services at Orbia. Executing activities through an ITSM tool, resolving incidents, and assisting with documentation.

Posted 4/28/2026full-timeKnoxville • Tennessee • 🇺🇸 United StatesJuniorMid-Level💰 $53,500 - $99,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Execute on‑site activities assigned through the ITSM tool, following documented procedures and guidance from senior engineers or specialist teams
Resolve basic incidents, fulfill standard service requests, and support the execution of simple changes requiring local presence
Provide end‑users with basic guidance on how to use IT systems, tools, and equipment
Monitor on‑site IT situations and promptly escalate issues or risks to senior field engineers or remote IT teams
Assist with maintaining accurate documentation through configuration, asset, and knowledge updates as directed
Support one or more local sites depending on size, complexity, and required on-site coverage
Balance the expectations of end‑users and remote IT teams, seeking guidance when priorities conflict
Collaborate with remote IT teams who may request onsite tasks from a siloed perspective, ensuring clear communication before execution
Assist specialist groups — such as Networking or Hosting Services — with basic troubleshooting activities, including: Power checks on network and infrastructure equipment, Physical equipment inspections, Cabling and patching tasks, Verifying link/port status and reporting findings to specialist teams, Executing simple on‑site remediation steps as instructed
Convince other (remote) teams about the right priorities

Requirements

What you’ll need

Highest level of secondary vocational education in IT (or willingness to obtain equivalent IT education)
ITIL 4 Foundation certification (or willingness to complete it)
1–2 years of experience in an end-user‑facing IT support role
Very good command of English and the local language
General technical orientation with strong motivation to grow in IT
Familiarity with the ITIL framework and experience working in a process‑oriented environment
Working experience with ServiceNow or another ITSM system from a support perspective
Working experience with Microsoft Office 365 (Outlook, Teams, OneDrive, SharePoint)
Working experience with Microsoft Intune or similar device management solutions (basic understanding is acceptable at junior level)
Hands‑on experience with end‑user IT devices such as workstations, laptops, mobile phones, and printers
Basic exposure to server environments and network equipment (switches, Wi‑Fi, patching)
Understanding of fundamental IT administrator processes (accounts, permissions, device setup, onboarding/offboarding)
Service‑oriented attitude: empathy, customer focus, willingness to go the extra mile
Strong troubleshooting and problem‑solving skills
Ability to manage multiple tasks, prioritize effectively, and handle urgent deadlines
Ability to uphold and represent the organization’s goals, culture, and values.

Benefits

Comp & perks

401k with a 6% company match
Multi-tier benefits (Medical, Dental, Vision)
Employer-paid Short-Term Disability
Employer-paid Long-Term Disability
Employer-paid Life Insurance
Wellness Employee Assistance Program (EAP)
Paid parental leave
Fitness & Weight-loss Reimbursement
Tuition reimbursement
11 paid company holidays
Paid vacation time
Paid sick time
Career development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT supporttroubleshootingbasic incident resolutionservice request fulfillmentend-user guidancebasic network checksdevice managementserver environmentsIT administrator processesconfiguration management

Soft Skills

customer focusempathyproblem-solvingtask managementprioritizationcommunicationcollaborationmotivation to growadaptabilityrepresenting organizational values

Certifications

ITIL 4 Foundation