Field Operations Analyst

DirectedLINK - Cypress, CA

Technical Support – Provides Tier II technical support via telephone, email, online or on-site to end users on a variety of technical issues and problem resolution techniques.

  • Determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem
  • Provide on-site support for remote IT groups such as Network and System Engineering
  • Evaluate reported problems, determine issue severity, and collaborate with other IT departments to resolve the reported issue
  • Identify, troubleshoot, research, and resolve routine technical problems
  • Follow established policies and procedures for accessing a user's system remotely
  • Work to develop additional technical knowledge and skills
  • Provide practical solutions to a wide range of applications/technology problems/issues
  • Identify repeatable incidents and create KnowledgeBase articles for the Incident Management system
  • Develop and maintain documentation of assigned tasks, requests, and incidents
  • Drive resolution of medium to high complexity customer reported issues via remote support and on-site visits Areas of responsibility include installing, troubleshooting, configuring, and maintaining office and warehouse computer equipment (e.g. desktops, laptops, monitors, scanners, multi-function printers, tag printers, tablets and cell phones)
  • Bachelor’s Degree or equivalent work experience in a related field required
  • 3+ years’ experience providing IT support in a warehouse/office environment required
  • 3+ years’ experience with all Microsoft Office products required
  • 3+ years’ experience supporting Warehouse automation products (Wireless access points, Thin Clients, RF scanners, and label printers) required
  • 3+ years’ experience with various end user computing devices (PCs, Laptops, tablets, cell phones, and printers) from major manufacturing companies required
  • Working knowledge and experience with troubleshooting network issues
  • Excellent troubleshooting and analytical skills required
  • Excellent customer service skills, with an ability to work with people with various technology backgrounds



  • Location: Cypress, CA or Phoenix/ Scottsdale, AZ (remote, especially the position in AZ, but lots of travel required. However, if Cypress based they may need to come to the office from time to time)
  • Temp- Hire

Posted On: Thursday, January 20, 2022

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