• Field Services QA Technician

    CTG (Nashville, TN)


    Position Summary:

    CTG is seeking a detail-oriented and experienced Field Services QA Technician to ensure the quality, consistency, and compliance of desktop support services delivered across multiple tiers of field operations. This role is responsible for auditing technical processes, validating service outcomes, and driving continuous improvement across the Field Services team.

    Job Details:

    Job Title: Field Services QA Technician

     

    Employment Type: Full-Time

     

    Experience Level: Senior (5–7 years of experience in desktop support, field services, or IT operations)

     

    Company: CTG (Computer Task Group) – Supporting a client in the Mid-South region

    Key Responsibilities:

    Quality Assurance Oversight

     

    - Audit desktop and laptop imaging processes to ensure consistency and compliance with client standards.

     

    - Validate end-user device builds, software installations, and configurations.

     

    - Review and verify resolution of help desk tickets and escalated issues.

     

    - Monitor adherence to SLA agreements and escalation protocols.

     

    Process Improvement & Documentation

     

    - Identify gaps or inefficiencies in field service workflows and recommend improvements.

     

    - Develop and maintain QA checklists, SOPs, and documentation for technical procedures.

     

    - Collaborate with Team Leads to implement best practices and training initiatives.

     

    Technical Validation & Reporting

     

    - Conduct periodic reviews of hardware maintenance, inventory accuracy, and deployment readiness.

     

    - Provide feedback and reports on technician performance, issue resolution quality, and customer satisfaction.

     

    - Ensure compliance with IT policies, security standards, and operational guidelines.

     

    Collaboration & Support

     

    - Work closely with Field Services Team Leads to support onboarding and mentoring of technicians.

     

    - Participate in cross-functional meetings to align QA efforts with broader IT goals.

     

    - Assist in testing and validation of new tools, software updates, and device configurations.

    Required Skills and Qualifications:

    - 5–7 years of experience in desktop support, field services, or IT operations.

     

    - Strong understanding of PC imaging, M365 troubleshooting, and hardware/software diagnostics.

     

    - Experience with QA methodologies, documentation, and audit processes.

     

    - Familiarity with enterprise ticketing systems and performance metrics.

     

    - Excellent analytical, organizational, and communication skills.

     

    - Ability to work independently and collaboratively across teams.

     

    - A+ Certification or equivalent technical certification preferred.

    Ideal Candidate Profile:

    - Proven track record of ensuring quality and consistency in technical service delivery.

     

    - Detail-oriented with a passion for process improvement and operational excellence.

     

    - Comfortable leading audits, providing feedback, and driving accountability.

     

    - Skilled in balancing technical depth with customer service and team collaboration.