Lead Field Support Technician

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident is a successful and highly regarded multi‑billion‑dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania, and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do. At Provident Bank, we are committed to enhancing our customer and employee experience.

POSITION OVERVIEW

The Lead Field Support Technician serves as a senior technical resource within the Field Support & End User Computing team and acts as a primary escalation point for complex technical issues. This role is responsible for providing advanced technical support for the deployment, configuration, troubleshooting, and maintenance of IT systems, hardware, and applications across the organization.

In addition, the role supports day‑to‑day Field Support operations, assists with asset lifecycle management, and ensures adherence to service standards, operational procedures, and service level agreements. The Lead Field Support Technician works closely with the Field Support Team Lead, Systems Engineers, and other IT teams to maintain the stability and performance of the end‑user computing environment while providing mentorship and technical guidance to Field Support Technicians and Senior Field Support Technicians.

KEY RESPONSIBILITIES

• 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.

MINIMUM REQUIREMENTS

Education & Experience

• 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, including lead‑level responsibilities.

Required Skills & Training

• 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.
• Experience supporting hardware and software asset lifecycle management processes and adherence to service standards.
• 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.
• Must possess a valid driver’s license and maintain a driving record that meets company insurance and safety standards; use of a company vehicle is contingent upon satisfactory motor vehicle record review.

PREFERRED REQUIREMENTS

• Experience supporting Microsoft Endpoint Configuration Manager (MECM/SCCM) and Microsoft Intune.
• Experience working with ServiceNow or comparable IT service management platforms.
• Familiarity with IT asset management (ITAM) and asset lifecycle management tooling.
• Experience supporting Cisco DUO Mobile (MFA) and Cisco Secure Client.
• Prior experience supporting technology in a banking or regulated financial services environment.

LICENSES AND/OR CERTIFICATES

Required:

• CompTIA A+ (or equivalent)
• ITIL 4 Foundation
• Microsoft 365 Fundamentals

Preferred:

• CompTIA Network+
• Microsoft Endpoint Administrator

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WORKING CONDITIONS

Work is performed primarily in a normal office environment with moderate noise levels and includes travel for on‑site visits as needed.

• Travel required for branch and office support
• Lifting from 5 to 60 lbs. (PCs, servers, printers, and other IT equipment)
• Bending or overhead lifting associated with hardware installation and troubleshooting

This job description may not be all‑inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

Provident Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status

Pay Details:

$36.10 - $45.13 hourly

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. 

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

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