Job description

Description: Job Title: Field Services Technician (Desktop Support) – Team Lead Location: Onsite – Nashville, TN 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.

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