Information Technology Support Specialist

About the Role

We are looking for a proactive and service-oriented Field Services Technician II – Team Lead to act as the main onsite IT support contact for the client location. This position suits an experienced support professional who is comfortable working hands-on, resolving issues independently, and creating a strong experience for end users.

In this lead role, you will oversee day-to-day onsite IT support, assist employees with technical issues, manage conference room and AV equipment, support hardware refresh and lifecycle tasks, and work closely with remote teams and vendors. You will also help junior technicians develop their skills while ensuring consistent service quality and SLA adherence.

End-User Support

• Deliver onsite and remote assistance for desktops, laptops, mobile devices, peripherals, and related systems.
• Identify and fix problems involving hardware, software, operating systems, and connectivity.
• Provide prompt, professional support that leaves users with a positive experience.

Technical Leadership

• Act as the primary onsite technician and central contact for all IT support matters.
• Work with remote support teams, vendors, and business stakeholders to close out complex issues.
• Offer informal coaching and support to junior technicians and visiting support personnel.
• Capture site knowledge, spot repeat issues, and help improve service delivery.

Ticket and Incident Handling

• Track and prioritize support requests using ITSM tools such as ServiceNow.
• Document tickets accurately and work to resolve them within SLA expectations.
• Route unresolved incidents to the correct escalation path.
• Keep users informed about progress and estimated resolution times.

Hardware Deployment and Lifecycle

• Handle device imaging, rollout, setup, upgrades, and recovery activities.
• Assist with hardware replacement and refresh initiatives.
• Manage e-waste and asset disposal in line with company rules.
• Ensure assets are tagged correctly and lifecycle records are kept up to date.

Inventory and Asset Administration

• Maintain onsite stock of IT devices and accessories and reconcile inventory regularly.
• Update asset records, track stock levels, and manage equipment issue and return processes.
• Support shipping, receiving, and movement of IT hardware.

AV and Conference Room Support

• Own support for meeting room and collaboration technologies.
• Troubleshoot issues with displays, cameras, microphones, and conferencing platforms.
• Help ensure rooms are ready for meetings and provide technical support for events.
• Carry out routine checks and preventive maintenance on AV equipment.

Process and Compliance

• Follow standard operating procedures, change control, and incident management practices.
• Keep documentation accurate for support work, inventory updates, and technical procedures.
• Work in accordance with company, client, and safety requirements at all times.

Required Qualifications

• High School Diploma or GED is required.
• At least 3 years of experience in IT field services, desktop support, or end-user support.
• Experience working independently or leading support responsibilities at a single-technician location.
• Solid troubleshooting ability across hardware, software, and endpoint technologies.
• Hands-on experience with ITSM platforms such as ServiceNow or Jira.
• Ability to manage priorities and multiple tasks in a fast-moving environment.

Preferred Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related subject.
• CompTIA A+ and/or Network+ certification.
• ITIL Foundation certification.
• AVIXA CTS certification, especially for AV-heavy environments.
• Experience with JAMF, ACSP, SCCM, MDT, Intune, or similar endpoint management tools.

Technical Skills

• Support for Windows 10/11, macOS, and basic Linux environments.
• Troubleshooting desktops, laptops, and peripherals.
• Support for mobile devices running iOS and Android.
• Experience with MDM and endpoint management platforms.
• AV and video meeting tools such as Zoom, Google Meet, and Webex.
• Networking basics including IP, DNS, DHCP, and connectivity troubleshooting.
• Device imaging and deployment utilities.
• Asset tracking and inventory systems.
• Security-minded handling of IT equipment and best practices.

Leadership and Soft Skills

• Strong customer service mindset with clear communication skills.
• Ability to work autonomously and take responsibility for site operations.
• Good analytical thinking and problem-solving ability.
• Strong time management and prioritization skills.
• Comfort with mentoring and supporting teammates.
• Professional, dependable, adaptable, and detail-focused.
• Collaborative approach with cross-functional teams and stakeholders.

Physical Requirements

• Must be able to regularly lift and carry up to 50 lbs (22 kg).
• Frequent standing, walking, bending, kneeling, crouching, and reaching are part of the job.
• Work may require accessing spaces under desks, behind racks, and in confined areas.
• Comfort with IT equipment, cabling, and installation tools is necessary.
• The role may involve office areas, conference rooms, and data center spaces.

Work Environment

• This is a fully onsite role.
• Attendance during scheduled working hours is mandatory.
• Occasional local travel may be needed between nearby offices, buildings, or client sites.

Why Join Us?

Join a team that values technical quality, customer service, and ongoing improvement. This role offers the chance to own onsite IT operations, influence service enhancements, guide others, and make a visible difference in the user experience every day.