Technical Field Support Analyst III POST NUMBER: 452140
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 structure
JOB 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.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.