Information Technology Support Specialist - #2638476

Field Services Technician II – Team Lead

About the Role

We are seeking a highly motivated and customer-focused Field Services Technician II – Team Lead to serve as the primary onsite IT support resource and technical lead for our client environment. This role is ideal for an experienced IT professional who thrives in a hands-on support environment, enjoys solving technical challenges independently, and is passionate about delivering exceptional end-user experiences.

As a Team Lead, you will be responsible for managing daily onsite IT operations, supporting end users, maintaining AV and conference room technologies, overseeing hardware lifecycle activities, and coordinating with remote support teams and vendors. You will also provide guidance and mentorship to junior technicians while ensuring service excellence and SLA compliance.

Key Responsibilities

End-User Support

• Provide onsite and remote technical support for desktops, laptops, mobile devices, peripherals, and related technologies.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Deliver a high-quality customer experience through professional and timely support.

Technical Leadership

• Serve as the lead onsite technician and primary point of contact for all IT support activities.
• Coordinate with remote support teams, vendors, and stakeholders to resolve complex issues.
• Provide informal mentorship and guidance to junior technicians and visiting support staff.
• Share site-specific knowledge and identify recurring issues to drive service improvements.

Ticket & Incident Management

• Manage and prioritize support requests through ITSM platforms such as ServiceNow.
• Ensure tickets are documented accurately and resolved within SLA targets.
• Escalate unresolved issues through appropriate support channels.
• Maintain clear communication with end users regarding status and resolution timelines.

Hardware Deployment & Lifecycle Management

• Perform device imaging, deployment, configuration, upgrades, and recovery activities.
• Support hardware refresh programs and equipment replacements.
• Manage e-waste and asset disposition processes according to company policies.
• Ensure proper asset tagging, tracking, and lifecycle documentation.

Inventory & Asset Management

• Maintain and reconcile onsite inventory of IT equipment and accessories.
• Manage asset records, stock levels, equipment check-in/check-out processes, and audits.
• Coordinate shipping, receiving, and logistics for IT hardware.

AV & Conference Room Support

• Own conference room and collaboration technology support.
• Troubleshoot and resolve issues related to displays, cameras, microphones, and conferencing platforms.
• Support meeting readiness and provide event-related technical assistance.
• Perform proactive health checks and maintenance of AV equipment.

Process & Compliance

• Follow established SOPs, change management, and incident management processes.
• Maintain accurate documentation for support activities, inventory updates, and technical procedures.
• Adhere to company, client, and safety standards at all times.

Required Qualifications

• High School Diploma or GED.
• 3+ years of experience in IT field services, desktop support, or end-user support environments.
• Experience working independently or leading support activities at a single-technician site.
• Strong troubleshooting experience across hardware, software, and endpoint technologies.
• Experience with ITSM platforms such as ServiceNow or Jira.
• Ability to prioritize work effectively and manage multiple tasks in a fast-paced environment.

Preferred Qualifications

• Associate's Degree in Information Technology, Computer Science, or related field.
• CompTIA A+ and/or Network+ certification.
• ITIL Foundation certification.
• AVIXA CTS certification (preferred for AV-focused environments).
• Experience with JAMF, Apple Certified Support Professional (ACSP), SCCM, MDT, Intune, or other endpoint management tools.

Technical Skills

• Windows 10/11, macOS, and basic Linux support.
• Desktop, laptop, and peripheral troubleshooting.
• Mobile device support (iOS and Android).
• MDM solutions and endpoint management platforms.
• AV and video conferencing technologies including Zoom, Google Meet, and Webex.
• Networking fundamentals including IP, DNS, DHCP, and connectivity troubleshooting.
• Device imaging and deployment tools.
• Asset and inventory management systems.
• IT security best practices and equipment handling procedures.

Leadership & Soft Skills

• Strong customer service mindset with excellent communication skills.
• Proven ability to work independently and take ownership of site operations.
• Strong problem-solving and analytical abilities.
• Effective time management and prioritization skills.
• Ability to mentor and support team members.
• Professional, reliable, adaptable, and detail-oriented.
• Collaborative approach when working with cross-functional teams and stakeholders.

Physical Requirements

• Regularly lift and carry up to 50 lbs (22 kg).
• Frequent standing, walking, bending, kneeling, crouching, and reaching.
• Ability to work under desks, behind racks, and in confined spaces when required.
• Comfortable handling IT equipment, cabling, and installation tools.
• Ability to work in office environments, conference rooms, and data center spaces.

Work Environment

• 100% onsite position.
• Presence during scheduled working hours is required.
• Occasional local travel may be necessary between nearby offices, buildings, or client sites.

Why Join Us?

Join a team that values technical excellence, customer service, and continuous improvement. You'll have the opportunity to take ownership of onsite IT operations, contribute to service innovation, mentor others, and make a direct impact on the end-user experience every day.