Lead Field Support Technician

Role Overview

• Provide advanced technical support, both remotely and onsite, for the deployment, installation, monitoring, and troubleshooting of hardware, software, and applications supported by the Field Support & End User Computing team
• Serve as a primary escalation point for Field Support Technicians and Senior Field Support Technicians, assisting in the resolution of complex technical issues and major incidents
• Assist in coordinating daily operational activities of the Field Support team, including incident response, service requests, deployments, and support coverage, to ensure efficient service delivery
• Support end‑to‑end hardware and software asset lifecycle management, including imaging, deployment, asset reclamation, decommissioning, and disposal, in accordance with organizational standards and asset management procedures
• Provide mentorship, technical guidance, and knowledge sharing to Field Support Technicians while promoting best practices in troubleshooting, documentation, and customer service delivery

Requirements

• High School Diploma or GED required; bachelor’s degree in information technology or information systems preferred
• 5–7 years of progressive experience in desktop support, field support, or end‑user computing within an enterprise environment
• Advanced technical support and troubleshooting for desktops/laptops (Windows 11), peripherals, printers, LAN/connectivity, and enterprise software applications
• Strong hands‑on experience supporting business applications with an understanding of core business processes
• Intermediate proficiency within the Microsoft ecosystem, including Active Directory, Microsoft 365 / Office 365 administration, and Microsoft Office
• Experience supporting endpoint management platforms
• Experience working within IT service management platforms and structured incident, request, and escalation workflows
• Working knowledge of security and access controls, including antivirus solutions, single sign‑on (SSO), and multi‑factor authentication (MFA)
• Experience performing deployment and support tasks, including application installations, mobile operating system support, and collaboration tools such as Zoom
• Demonstrated ability to serve as a senior escalation resource, coordinate daily Field Support operations, manage workload balancing, and lead technical response for major incidents
• Strong problem‑solving skills with the ability to analyze and resolve complex technical issues efficiently
• Proven collaboration and communication skills, with the ability to establish and maintain effective working relationships across all levels of the organization
• Strong organizational, prioritization, and work‑management skills, with the ability to manage multiple support requests and project tasks simultaneously
• Demonstrated leadership capability, including mentoring and coaching junior and senior team members and promoting technical and service best practices
• Ability to travel to branch and office locations for deployments, installations, and on‑site support; physical ability to lift and move IT equipment.

Tech Stack

• ITSM

Benefits

• Team members accrue paid time-off (PTO)
• Holiday (PTO)
• Eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans
• Flexible and Health Savings Accounts
• 401(k) Retirement Plan
• Disability Insurance
• Employee Assistance Program
• Basic Life Insurance
• Company sponsored Tuition Disbursement and Loan Repayment programs
• Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans