Lead Field Tech/Coordinator

Royal Communications Consultants•Oak Ridge, NJ

1d•Onsite

About The Position

This role involves leading field support teams in distributed environments, managing device staging and inventory, and ensuring quality standards. The Lead Technician will provide on-site and remote technical support for various IT equipment and applications, respond to escalations, and perform device lifecycle tasks. The position requires troubleshooting operating systems, applications, networks, and hardware, as well as accurate documentation and effective communication with end-users and stakeholders. Complex issues will be escalated to senior teams. The role also involves supporting business applications, site travel, and potentially lifting heavy IT equipment. Strong technical aptitude, initiative, and the ability to manage multiple tasks are essential.

Requirements

Proven experience leading field support teams in distributed environments (multi-site).
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.
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.

Nice To Haves

Experience with MECM, ITAM, ServiceNow, DUO, Cisco Secure Client is strongly preferred.

Responsibilities

Lead field support teams in distributed environments (multi-site).
Manage staging/inventory and run structured checklists.
Train/mentor technicians and enforce quality standards.
Provide on-site and remote technical support for desktops, laptops, peripherals, printers, and supported enterprise applications.
Respond to Service Desk escalations and dispatch requests.
Perform device imaging, deployment, replacement, and asset lifecycle tasks.
Troubleshoot 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.
Support business applications with an excellent understanding of core business processes.
Site travel for deployments, installations, support, etc.