Title: Lead Field Service Technician _ End-User Environment

Pivital, Inc provides and professionally manages IT technicians for global enterprises. Our geographic coverage is exceptional with technicians in 180+ countries and all 50 states, and our expert project managers easily handle large scale, multi-site projects supported by our 24x7x365 service and field operation centers. Our focus on quality and advanced planning, combined with a mature support infrastructure for our technicians results in successful onsite support and high client satisfaction.

Pivital's Core Values:

• Trust is built through repeatedly honoring commitments and acting in good faith for employees, clients, and suppliers. We will follow the law, behave ethically, and act with integrity.
• Respect will be demonstrated in every interaction.
• Client satisfaction is gained through high quality interactions with every work order, project, invoice, and through all B2B transactions. We recognize we represent our clients to their customers and therefore deliver quality workmanship and behave professionally at all times.
• Employee job satisfaction begins with commitment to delivering high quality IT field services. Employees deserve a work environment free of bullying, harassment, and violence. We encourage respectful camaraderie, empathy and decency within the team and amongst all employees and contractors.

Description:

We are actively hiring for the role of Lead Field Service Engineer with experience in deskside and AV support for a 20 week period starting in March through July 2026. The position requires working at Pivital client sites on a full-time basis to complete technical activities that is customary for technical teams working in a corporate office environment. The technician will have the technical knowledge, leadership skills and work ethic to be a valued team leader overseeing other technicians onsite.General responsibilities include the installation, configuration, assessment of, upgrading, troubleshooting, and maintaining desktop and laptops while being reliable, on-time, having a customer service orientation, and being a team player. Tasks may include but are not limited to:

• Contribute to the development and implementation of effective and efficient processes.
• Exhibit exceptional characteristics such as strong communication skills, full understanding of internal policies, time management, dependability, and client focus.
• Track issues, develop, manage, and report on key metrics.
• Resolve service requests and incidents assigned to the infrastructure support queue
• Provide vendor escort and support for hardware or other maintenance issues
• Asset management
• Deploy and manage infrastructure management appliances/tools
• Maintain cleanliness, organization, physical appearance, including cable management, of Desktops, printers, and IDC / ICF rooms
• Provide Layer 1 troubleshooting as needed
• RMA / Warranty processing and management, including the gathering and shipping / receiving of parts
• Procurement assistance with providing scope of work to determine materials needed for job.
• Create a positive experience and relationship with all customers through strong communication and outstanding customer service
• Drive locally for company business as needed
• Assist Local IT End User support

Requirements:

• At least 4 years of desktop specific or similar experience performing hands-on buildout or day-to-day IMAC (rack and stack) work.
• Ability to work in a fast paced, hands-on environment.
• Excellent interpersonal, communication (both written and verbal), organizational, presentation and collaboration skills are essential.
• Able to manage and prioritize multiple customer escalations at once.
• Ability to make decisions and work with minimal direction.
• Intermediate experience deploying and configuring compute, storage and network solutions.
• Understanding of network and cabling infrastructure.
• Very strong attention to detail.
• Excellent communication skills for leading people, interacting with others in various roles, and organizing and presenting information simply and coherently.
• Able to multi-task.
• Able to work with limited supervision.
• Ability to travel to client site.
• Business experience using MS Excel, MS Office and standard business software
• Strong personal sense of responsibility and accountability.
• Comfortable with conflict resolution.
• Must have valid driver’s license and clean driving record.
• Successful completion of drug and background screening tests.