Lead Technician – Minimum Expectations
• Proven experience leading field support teams in distributed environments (multi-site) Lead
• Demonstrated ability to manage staging/inventory, run structured checklists, and drive outcomes.
• Experience training/mentoring technicians and enforcing quality standards
• Ability to travel within assigned region and work extended hours/weekends as required
• Intermediate Level: Troubleshooting Desktop Windows 11 OS issues, Microsoft/Office 365 administration, Microsoft Office
• Basic Level: Antivirus, application installation, mobile OS, network LAN & connectivity troubleshooting, printer troubleshooting
• Provide on-site and remote technical support for desktops, laptops, peripherals, printers, and supported enterprise applications.
• Respond to Service Desk escalations and dispatch requests.
CONFIDENTIAL
• Perform device imaging, deployment, replacement, and asset lifecycle tasks.
• Troubleshot standard operating system, application, network, and hardware issues.
• Accurately document work within the IT service management platform.
• Communicate effectively with end users and stakeholders; provide regular status updates.
• Escalate complex or recurring issues to Senior Field Support and/or appropriate internal teams
• Experience with MECM, ITAM, ServiceNow, DUO, Cisco Secure Client is strongly preferred
• Hands-on experience supporting business applications with an excellent understanding of core business processes.
• Site travel for deployments, installations, support, etc. work extended hours/weekends as required
• Physical ability to lift and move potentially heavy IT equipment.
• Strong technical aptitude and initiative.
• Ability to establish and maintain working relationships with all levels of staff and management.
• Ability to accurately handle multiple support requests and project tasks simultaneously.
• Effective verbal and written communication skills.
• Excellent organizational and prioritization skills.