Desktop Support Technician

Job Description Job Description Team Lead Field Services Technician Location: Minneapolis, MN Job Status: Full-Time / Salaried Reports To: Field Services Manager / Service Desk Manager Travel: Yes - Minimal Core Hours: Monday-Friday, 7:00 AM-4:00 PM Position Summary The Lead Field Services Technician (Lead FST) serves as the senior Field Services resource supporting our client's Minneapolis operations while providing technical leadership, coordination, and mentorship to Field Services Technicians located in multiple metropolitan markets across the United States. This is a hands-on technical leadership position. The Lead FST will maintain direct responsibility for onsite and Tier 2 support within the Minneapolis market while also helping ensure consistent service delivery, technical standards, documentation, communication, and customer experience across the broader Field Services team. The Lead FST will serve as a primary point of escalation for other Field Services Technicians, assist management with coordinating field resources and workload, mentor technicians, identify recurring technical or operational issues, and help drive adherence to established service levels and support processes. The successful candidate will combine strong desktop and field-support expertise with leadership ability, sound judgment, excellent customer-facing communication skills, and the ability to coordinate technicians working remotely across geographically dispersed locations. Primary Responsibilities Field Services Leadership & Coordination * Serve as the senior technical resource and day-to-day point of contact for Field Services Technicians operating across multiple U.S. metro locations. * Provide technical guidance, troubleshooting assistance, and escalation support to Field Services Technicians before issues are escalated to Field Services or Service Desk Management. * Assist management in coordinating Field Services coverage, technician availability, workload, scheduling, and support priorities across assigned markets. * Maintain awareness of upcoming projects, deployments, technician absences, and other events that may impact Field Services availability or customer support. * Help identify potential coverage gaps and coordinate appropriate resources with management. * Provide onsite coverage when necessary due to technician absence, increased workload, customer requirements, or project activity. * Mentor and coach Field Services Technicians regarding technical troubleshooting, customer interaction, documentation, ticket management, and established support procedures. * Assist with onboarding and training new Field Services Technicians. * Promote consistent service delivery standards and best practices across geographically dispersed Field Services resources. * Identify opportunities to improve Field Services processes, workflows, documentation, and technician effectiveness. * Escalate performance, service-delivery, customer, staffing, or operational concerns to management as appropriate. Service Delivery & Performance * Help ensure Field Services activities meet established Service Level Agreements and performance expectations, including utilization, customer service, ticket quality, billable hours, response times, and project documentation. * Review aging, escalated, or high-priority tickets to ensure appropriate communication, ownership, documentation, and follow-through. * Help ensure technicians maintain accurate and timely ticket documentation. * Identify recurring incidents or technical issues and develop solutions, documentation, or procedures that improve resolution times. * Create and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and technical documentation for use across the Field Services organization. * Work closely with Field Services Management, Service Desk Management, and other technical teams to improve communication and coordination between onsite and remote support functions. * Communicate service-impacting issues, resource constraints, customer concerns, and potential risks to management in a timely manner. Minneapolis Field & Onsite Support * Serve as a hands-on Field Services Technician supporting the client's Minneapolis office and other assigned Minneapolis-area locations. * Perform analysis, diagnosis, troubleshooting, and resolution of complex desktop and end-user computing issues. * Provide both in-person and remote corrective solutions as appropriate. * Configure, test, deploy, maintain, and troubleshoot: * * Desktop and laptop computers * Mobile phones and tablets * Thin-client devices * Networked peripheral devices * Printers * Audio/visual and conference-room technology * Basic networking hardware and connectivity * Perform workstation imaging and re-imaging, including user-data backup, restoration, and workstation reconfiguration. * Support offices, conference rooms, server rooms, IT equipment closets, warehouses, and other client environments. * Support Microsoft Office, email, operating system, and common end-user application issues. * Support mobile devices and associated applications. * Coordinate PC shipping, receiving, deployment, replacement, and inventory activities. * Accurately document hardware failures, repairs, installations, replacements, and removals. * Maintain hardware inventory and asset-management records. * Work with third-party vendors and equipment manufacturers when required for warranty, repair, installation, or technical support. * Communicate accurate and timely incident status to customers and internal teams while setting appropriate expectations and ensuring follow-through. Tier 2 & Service Desk Support * Provide Tier 2 escalation support for Service Desk personnel and Field Services Technicians. * Assist the Service Desk during peak call volumes, outages, major incidents, or other periods of increased demand when requested by management. * Contact users directly to troubleshoot issues, provide resolution, and confirm successful restoration of service. * Identify frequently occurring Service Desk or Field Services issues and develop improved troubleshooting or resolution procedures. * Support remote users and technicians when issues cannot be resolved through standard Tier 1 procedures. * Help bridge communication between Service Desk, Field Services, infrastructure teams, vendors, and customer stakeholders. Technical Requirements Software * Microsoft Office / Microsoft 365 * Common enterprise desktop and productivity applications * Remote-support and ticketing/service-management tools Operating Systems Strong working knowledge of: * Microsoft Windows desktop operating systems * macOS * iOS * Thin-client operating environments Hardware Demonstrated experience supporting: * Desktops and laptops * Mobile and wireless devices * Network printers and peripherals * Audio/visual and conference-room equipment * Basic network equipment * End-user workstation environments Infrastructure Knowledge * Strong understanding of Microsoft Active Directory users and computers. * Strong understanding of Windows permissions and access. * Working knowledge of basic enterprise networking concepts and troubleshooting. * Ability to troubleshoot connectivity and peripheral issues and determine when escalation to infrastructure or network teams is required. Education & Experience Required: * High school diploma or equivalent. * Minimum 5 years of progressive desktop, field services, or end-user computing support experience . * Demonstrated experience serving as a senior technician, technical lead, escalation resource, or mentor to other IT support professionals. * Experience supporting users within a professional enterprise environment. * Experience troubleshooting complex hardware, software, operating system, peripheral, and connectivity issues. * Experience working with ticketing systems and established SLA-driven support processes. Preferred: * Associate's or bachelor's degree in Information Technology, Computer Science, or related discipline. * Previous experience supporting technicians located across multiple offices or geographic markets. * Previous experience within a Managed Services Provider (MSP) or multi-client IT services environment. * Experience coordinating technical projects, hardware deployments, office moves, refresh initiatives, or similar Field Services activities. Certifications Relevant technical certifications are preferred, including: * CompTIA A+ * CompTIA Network+ * Microsoft certifications * ITIL * Apple/Mac technical certification * Other relevant desktop, networking, or end-user computing certifications Leadership & Professional Qualifications The successful candidate should demonstrate: * Strong leadership skills with the ability to guide and influence technicians without requiring direct supervisory authority. * Ability to mentor, train, and develop technical staff. * Strong customer-service orientation and the ability to build trusted relationships with customers. * Excellent written and verbal communication skills. * Ability to communicate effectively with technicians, managers, customers, vendors, and other IT teams. * Strong organizational and time-management skills. * Ability to manage multiple priorities, deadlines, technicians, and customer requirements simultaneously. * Strong analytical and troubleshooting abilities. * Ability to make sound technical and operational decisions with limited supervision. * Initiative and the ability to work independently. * Ability to identify when an issue should be handled directly versus escalated to management. * Strong attention to detail, documentation, and follow-through. * Ability to remain effective in a fast-paced environment with changing priorities. * Flexibility and willingness to assist wherever required to maintain customer service and Field Services coverage. * Ability to quickly learn proprietary client applications and technology environments. * Dependability and consistent attendance. Travel Requirements Travel is required. The Lead Field Services Technician will routinely support the Minneapolis market and may travel between Minneapolis-area client locations. Periodic travel to other U.S. metro locations may also be required to support Field Services Technicians, client projects, deployments, coverage needs, training, or other business requirements. Physical Requirements This position requires the ability to perform hands-on installation, relocation, and support of computer and related IT equipment. The employee must be able to lift, move, install, and transport computer equipment weighing approximately 30-100 pounds , with heavier equipment requiring appropriate assistance or lifting procedures. Role Expectations The Lead Field Services Technician is expected to operate as both a hands-on technical expert and a leader within the Field Services organization . Success in this position will be measured not only by the technician's individual ability to resolve issues and support customers, but also by the effectiveness, consistency, responsiveness, and professionalism of the Field Services team they help support. This individual should be someone other technicians naturally turn to for guidance—a technically strong, dependable professional who can troubleshoot difficult issues, coordinate resources, communicate effectively with customers and management, and help ensure Field Services delivers a consistent level of service regardless of location. Company Description As a decision maker in your organization, ThinkHire understands that the most important and sometimes the heaviest burden you have is creating and developing a leadership team around you to serve as your council, your executive think tank. We understand that you want to reserve those seats for only the most qualified and talented candidates who possess the knowledge, skills and experience you will not find through your Talent Acquisition department or your typical staffing firm. Our robust executive network and database spans across the globe and is comprised of the world's foremost authorities in their professional field. Many of our candidates already serve as industry leaders in today's corporate workforce, while we've identified others as brilliant "Up and Comers" exhibiting the intellectual aptitude and business acumen of tomorrow's C-suite. It's these highly valued and nurtured relationships that set ThinkHire apart from the common staffing firm. Company Description As a decision maker in your organization, ThinkHire understands that the most important and sometimes the heaviest burden you have is creating and developing a leadership team around you to serve as your council, your executive think tank. We understand that you want to reserve those seats for only the most qualified and talented candidates who possess the knowledge, skills and experience you will not find through your Talent Acquisition department or your typical staffing firm. Our robust executive network and database spans across the globe and is comprised of the world's foremost authorities in their professional field. Many of our candidates already serve as industry leaders in today's corporate workforce, while we've identified others as brilliant "Up and Comers" exhibiting the intellectual aptitude and business acumen of tomorrow's C-suite. It's these highly valued and nurtured relationships that set ThinkHire apart from the common staffing firm.