Information Technology Support Specialist

Field Services Technician II – Team Lead

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.

• 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.

• 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.

• Manage and prioritize support requests through ITSM platforms such as Service Now.
• 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.

• 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.

• 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.

• 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.

• 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.

• 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 Service Now or Jira.
• Ability to prioritize work effectively and manage multiple tasks in a fast‑paced environment.

• Associate's Degree in Information Technology, Computer Science, or related field.
• CompTIA A+ and/or Network+ 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.

• 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…