Field Technology Support Analyst

Position Summary:

The Field Technology Support Analyst provides daily technical and functional support for field-facing business applications, mobile tools, devices, plant and jobsite technology used by operations teams. This role ensures field users can effectively access, navigate, and rely on critical systems that support time entry, equipment, production tracking, materials, documents, communication, and other construction workflows. The Field Technology Support Analyst emphasizes excellent customer service, practical troubleshooting, strong communication with field and office teams, and timely resolution of field technology and application-related issues. This role is expected to maintain field technology proficiency, participate in field technology projects, support process improvements, and document support efforts in a consistent and reliable manner.

Responsibilities:

The Field Technology Support Analyst is responsible for the following:

Field Technology Support
• Provide responsive, daily support for field technology and application requests, incidents, and problems via phone, incident management systems, support chat channels, and direct engagement with jobsite users.
• Maintain functional and technical proficiency in field-facing platforms, mobile applications, materials and construction operations workflows.
• Assist operations and support team members by resolving escalated field technology issues and sharing practical troubleshooting techniques.
• Use remote management, mobile device, and application administration tools to deliver efficient support for field users and devices.
• Record and update detailed notes on all field technology support requests, tasks, and issue patterns in the incident tracking system.
• Provide support outside standard business hours when field operations require timely resolution of escalated application
• Troubleshooting and Issue Resolution
  • Analyze and resolve field technology, application, mobile device, integration, data entry, connectivity, and workflow issues, including recurring or isolated problems.
  • Address application configuration, user setup, mobile access, and device readiness issues while ensuring alignment with governance standards for field technology
  • Research data, synchronization, access, connectivity, device, and transaction issues related to field technology and applications, and coordinate resolution with application owners or vendors as needed.
  • Use application, device, network, and monitoring tools to diagnose performance, connectivity, and usability issues impacting field users.
  • Maintain a thorough understanding of field technology and construction operations systems, including:
    • Field-facing business applications
    • Operations, equipment, time entry, production, and materials workflows
    • Jobsite connectivity, mobile device usage, and field support options

• Field Technology Access and Administration
  • Create, manage, and suspend application and field technology access while ensuring proper approvals, documentation, and audit readiness.
  • Validate field technology and application permissions in line with job roles, project assignments, business processes, and operational
  • Utilize defined processes to support onboarding, offboarding, project changes, and role transitions for field technology and application users.
• Training and Documentation
  • Provide practical guidance, basic user training, and orientation to help field and office users navigate common tasks, follow documented procedures, and escalate more complex questions when needed for field technology, mobile tools, field applications, and core business systems used by operations teams, such as HCSS HeavyJob, HCSS E360, CMiC, Microsoft 365, and related platforms.
  • Assist users with application navigation, mobile access, single sign-on tools, and field technology best practices.
  • Develop and update FAQs, quick-reference guides, and standard operating procedures for field users, operations teams, and support staff.
  • Participate in and lead training sessions for support team members and field users on specific applications, processes, and technology changes.

Education & Certification:

• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, Finance, or a related field preferred.
• Certifications or training related to IT service management, business applications, construction technology, or Microsoft platforms preferred.

Experience:

• 2-3 years of related experience supporting field technology, business applications, mobile devices, construction operations systems, or IT support functions.

Required Skills and Competencies:

• Technical Proficiency: Expertise in incident management systems, field-facing SaaS solutions, mobile operating systems, jobsite connectivity options, device support, application administration, and Microsoft productivity suites.
• Problem Solving: Advanced troubleshooting and diagnostic skills for field technology, application, workflow, access, mobile device, connectivity, and data-related issues.
• Communication: Strong verbal and written communication skills with a focus on delivering clear, practical support to field and office users.
• Interpersonal Skills: Adaptable, detail-oriented, and able to work effectively with field teams, operations leaders, vendors, and IT colleagues in fast-paced environments.
• Personal Attributes: High ethical standards, strong decision-making ability, practical judgment, and a sense of urgency and accuracy when supporting field operations.

Work Environment and Physical Demands:

• Work is performed in both office and field environments, with regular visits to site locations. These visits may expose the individual to outdoor conditions, construction environments, active work areas, and uneven terrain.
• Frequent use of office equipment, mobile devices, and field technology is required, along with mobility around office, shop, plant, and jobsite locations.
• Oral and auditory capacity is necessary for effective communication through various channels.

Travel Requirements:

• Regular travel to office locations, plants, shops, and work sites within the company's footprint. Overnight travel may occasionally be required.