Field Service Lead Analyst - Decatur, IL

Position Summary
This senior field-based technical role provides leadership and hands-on infrastructure and mobility support across ADM locations in a defined regional area. The position oversees PC, mobile, and hardware deployments; manages depot and inventory operations; and provides advanced troubleshooting and coordination for field services.
The role supports ADM’s manufacturing and office environments, ensuring all work aligns with GT Infrastructure Standards and safety practices. This is a hands-on leadership position responsible for guiding regional field service efforts, depot operations, mentoring JR team members along with daily coordination with all ADM field service teams. 
Key Responsibilities
Regional Leadership & CoordinationAct as the lead technician for field service and infrastructure support across assigned ADM sites in the region.Lead site readiness efforts for lifecycle projects, expansions, and upgrades.Coordinate closely with ADM field service teams to meet project timelines, Priorities along with ensuring adherence to overall GT Infrastructure Standards.Work directly with our managed service partners and other ADM support teams for installations, troubleshooting, and assigned work.Mentor and guide junior technicians along with our managed service partner staffing on technical execution and troubleshooting.Handle escalations and complex on-site or remote technical issues.PC & User Compute SupportPerform imaging and setup of new PCs, including SCCM/Intune configuration, domain join, account setup, and initial user configuration.Provide Tier 2 hardware troubleshooting, depot-level hardware repairs (motherboards, keyboards), and manage warranty repairs.Support spare device management, lifecycle refresh, and replacement of damaged devices.Manage shipping/receiving of hardware, including logging serials and tracking outbound shipments.Oversee accessory swaps (keyboards, mice, docks) and monitor/headset inventory control.Support local software incidents, reinstallation procedures, and escalation coordination.Perform basic network troubleshooting for physical connections, patch cable testing, and port validation.Maintain accurate asset and lifecycle tracking in ServiceNow or ADM-approved tools.Provide local printer support including troubleshooting, consumables, coordination of vendor repair, and onsite replacements.Support and maintain conference room and AV equipment including Teams rooms, video conferencing systems, and projectors.Mobility SupportProcess returned mobile devices, including secure data wipe and redeployment.Administer loaner devices, spare pool, and local stock levels.Manage legal hold administration for mobile devices, ensuring proper tagging and chain-of-custody that aligns to our agreed SOP.Coordinate lost/stolen device workflows including terminations, and transfer processing.Issue iPhones and other mobile devices from on-site stock, including SIM swaps and MDM enrollment (Intune/SOTI).Track mobility inventory and generate required reports.Partner with our Global Mobility team for issues with carriers.NAHQ PC Depot OversightManage depot operations including diagnostics, imaging, staging, repair documentation, and parts inventory.Perform Dell-certified warranty repairs for PCs, laptops, tablets, and phones.Oversee efficient depot workflows to minimize operational downtime and maintain readiness for hardware deployment.Depot & Inventory OperationsManage depot workflow for diagnostics, repair, reimaging, and staging of PCs, tablets, and mobile devices.Oversee inventory control of PCs, monitors, headsets, and accessories, ensuring proper thresholds and reporting.Manage device recycling and decommissioning, including data destruction and updating asset tools using our standard process, tools and programs in place.Standards & DocumentationEnsure all fieldwork aligns with ADM GT Infrastructure Standards and safety policies.Create and maintain SOPs for imaging, staging, shipping, mobility processing, and inventory management.Document all work in ITSM platforms (ServiceNow) and maintain accurate service and inventory records. Job Requirements7+ years of IT field service or infrastructure support experience, preferably in enterprise/manufacturing environments.Experience with:PC installs, hardware repair, and imaging.Mobility device configuration and MDM tools (Intune/SOTI).Asset lifecycle management: procurement, refresh, disposal.Inventory and depot operations.ServiceNow or similar ITSM platforms.Printer support and vendor coordination.Conference room/AV equipment setup and troubleshooting.Familiarity with:Endpoint management tools (Intune, SCCM, Autopilot).Microsoft 365 (Teams, Outlook, Excel).Active Directory, PowerShell basics.Dell repair certification preferred.Ability to lift 40+ lbs., climb ladders, kneel, and work in plant/manufacturing environments.Willingness to travel to ADM locations in the region on request and demand needs for adequate support.Strong leadership, persuasive communication, and time-management skills.Associate degree, technical certification, or equivalent work experience required.Excited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check. 

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