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Job Title: Field Services Technician (Desktop Support) – Team Lead

Employment Type: Full-Time

Experience Level: Team Lead (5–7 years of experience in desktop support or related field)

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

Position Summary:

CTG is seeking motivated and customer-focused Field Services Technicians to support desktop and end-user device operations for a valued client in Nashville, TN. This is an excellent opportunity for individuals with foundational IT experience or training to grow their careers in a dynamic and hands-on technical environment.

Key Responsibilities:

Client Build Support

- Lead troubleshooting efforts for complex technical issues and escalations.

- Mentor and support junior technicians in daily operations.

- Coordinate with cross-functional teams for system upgrades and deployments.

- Ensure compliance with IT policies and procedures.

- Provide advanced support for specialized devices and software used in medical and lab environments.

- Image desktops and laptops with Office 365 and other required software.

- Troubleshoot and resolve imaging issues.

- Install and configure end-user software and tools.

- Validate system builds to ensure readiness for deployment.

End User Support

- Respond to help desk calls and provide on-site troubleshooting for desktops, laptops, and peripheral devices.

- Map and troubleshoot printers, network drives, and connectivity issues.

- Confirm resolution with end users and escalate unresolved issues per client procedures.

Actions and Results

- Assist with deployment of laptops, M365 support, Zebra printers, medical lab devices, and general end-user support.

- Maintain clear and professional communication with customers.

- Perform basic hardware maintenance and component replacement.

- Track and manage inventory of IT equipment.

Required Skills and Qualifications:

- Basic knowledge of desktop/laptop hardware, software, and operating systems.

- Proven experience in managing and resolving complex desktop support issues.

- Ability to lead small technical projects and deployments.

- Experience with enterprise-level ticketing systems and documentation.

- Advanced troubleshooting skills for hardware, software, and network-related issues.

- Strong analytical and problem-solving abilities.

- Familiarity with PC imaging and operational programs.

- Experience working within SLA frameworks and escalation protocols.

- Strong interpersonal and organizational skills.

- Basic understanding of workstation backups and restores.

- Solid communication skills across all organizational levels.

- Familiarity with Microsoft 365 troubleshooting.

- Preferred: A+ Certification or equivalent technical certification.

Ideal Candidate Profile:

- 1–2 years of experience in supervisory desktop support or equivalent technical training.

- 5 -7 years of experience in Desktop support or equivalent technical training.

- Eager to learn and grow in a fast-paced IT support environment.

- Comfortable working independently and collaboratively.

- Reliable, detail-oriented, and customer-service focused.

Team Leadership and Supervision

- Supervise and mentor Field Services Technicians, providing guidance and support.

- Coordinate daily tasks and ensure team adherence to SLA and escalation procedures.

- Conduct performance reviews and assist in training and onboarding new technicians.

- Serve as primary point of contact for escalated technical issues and client communications.

- Collaborate with management to improve service delivery and operational efficiency.