Desktop Support Technician Level 2

Field Services Technician (Desktop Support) – Level 2

Location: Onsite – Nashville, TN

Employment Type: Full-Time

Experience Level: Mid-Level (3–5 years of professional experience in desktop support or field services)

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:

• 3-5 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.