Field Service Technician 1

Key Deliverables by Level Deliverable Level 1 - Associate Field Services Technician I * Respond to IT service tickets using documented procedures and supervision *  Assist with workstation setups and peripheral connections * Perform basic AV checks and room readiness tasks *  Support imaging and deployments under direction * Maintain accurate ticket documentation in ITSM tools (e.g., ServiceNow) *  Follow proper inventory handling, tagging, and tracking * Escalate unresolved issues appropriately * Adhere to safety protocols and client-specific guidelines Field Services Technician II(Lead Single Man Sites) * Independently manage onsite IT support at single-person or lead-assigned locations * Serve as the primary contact for end-user technical needs * Own AV/conference room setup, maintenance, and issue resolution * Execute full lifecycle support: imaging, deployment, recovery, e-waste * Oversee inventory reconciliation and tool usage * Prioritize and resolve tickets aligned to SLA targets * Identify recurring issues and suggest process improvements * Provide informal mentorship and support to visiting or junior technicians * Uphold Astreya’s quality and service standards through professional communication and client interaction Essential Duties and Responsibilities (All Levels): ###  End-User Support * ### Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices.   * ### Troubleshoot and resolve common hardware and software issues.   * ### Deliver a high-quality, customer-focused service experience in a timely manner.   ### Ticket Management * ### Receive, document, and close support requests in ITSM tools (e.g., ServiceNow).   * ### Prioritize tickets based on urgency and impact.   * ### Escalate complex or unresolved issues following defined protocols.   ### Hardware Deployment & Recovery * ### Assist with or independently perform workstation deployments, device imaging, and equipment setup.   * ### Support device recovery, re-imaging, and e-waste processes according to lifecycle guidelines.   * ### Ensure accurate labeling, tagging, and asset tracking for all deployed equipment.   ### Inventory & Asset Management * ### Maintain and reconcile inventory of IT equipment and accessories at assigned site.   * ### Use asset tracking systems to manage device records, check-ins/outs, and stock levels.   * ### Participate in regular audits and support logistics for shipping/receiving hardware.   ### AV & Conference Room Support * ### Perform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras).   * ### Set up and tear down conference room tech for meetings or events.   * ### Support room readiness, monitor usage, and report or resolve AV issues.   ### Documentation & Process Compliance * ### Follow documented processes and standard operating procedures (SOPs) for all support tasks.   * ### Maintain clear and concise documentation for resolutions, escalations, and asset updates.   * ### Adhere to Astreya and client-specific protocols, including change and incident management.   ###  Customer Service & Communication * ### Serve as a visible, approachable point of contact for IT-related issues at the site.   * ### Communicate effectively with users to understand issues and set clear service expectations.   * ### Represent Astreya’s service commitment with professionalism and courtesy. Level II Additional Responsibilities: ### Team Collaboration  * At Level II, act as the lead or sole technician on-site and coordinate with remote teams or vendors.   * Provide informal mentorship to junior techs or new team members visiting the site.   * Share site-specific insights or recurring issue trends to help improve service delivery.   Education and/or Work Experience Requirements:  Level I * Required: High School Diploma or GED   * Preferred: Enrollment in IT-related coursework or vocational training   * Certifications (plus): CompTIA A+ Google IT Support Certificate or similar entry-level credential Level II * Required: High School Diploma or GED * Preferred:Associate’s degree in Information Technology, Computer Science, or a related field Prior experience working independently or at a single-technician site ### Certifications * CompTIA A+ and/or Network+   * ITIL Foundation   * AVIXA CTS (for AV specialization track)   * JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization) Knowledge, Skills & Abilities (KSAs): Technical: * Knowledge of Windows 10/11, macOS, and basic Linux environments   * Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals   * Familiarity with mobile device platforms (iOS, Android) and basic MDM concepts   * Understanding of AV/VC systems (Zoom, Meet, Webex) and conference room technology   * Basic knowledge of networking concepts (IP, DNS, DHCP, connectivity troubleshooting)   * Proficiency with ITSM/ticketing platforms (e.g., ServiceNow, Jira)   * Ability to image and deploy devices using tools like SCCM, JAMF, or MDT   * Experience with inventory and asset tracking tools for lifecycle management   * Awareness of IT security best practices and safe handling of equipment   * Ability to follow standard operating procedures (SOPs) and technical documentation Soft Skills: * Strong verbal and written communication skills for working with end users   * Excellent customer service orientation and active listening   * Effective time management and ability to prioritize multiple tasks   * Strong problem-solving and analytical thinking in fast-paced environments   * Ability to collaborate with teammates and cross-functional teams   * High level of professionalism, reliability, and accountability   * Adaptability to changing technologies, priorities, and client environments   * Self-motivated with the ability to take initiative and follow through   * Ability to work independently, especially at single-technician sites (L2)   * Willingness to mentor peers or junior team members (at Level II) Each level, 1 - 2, represents a progression in complexity, autonomy, and responsibility. The higher the level, the more critical thinking, leadership, and expertise are required. Competency  Level I Level 2 Hardware Support & Troubleshooting Follow basic procedures Independently diagnoses and resolves issues. OS & Platform Knowledge Supports Windows/macOS basics Supports and configures multiple OS platforms Mobile & Endpoint Management Basic support for mobile devices MDM exposure, configures and supports endpoints AV/VC Systems Performs room checks, reports issues Troubleshoots AV problems and supports meetings Networking Fundamentals Understands connectivity basics Diagnoses common network-related issues Imaging & Deployment Assists with imaging Performs full device imaging and deployments Inventory & Asset Management Tags and tracks equipment Manages and reconciles inventory independently ITSM & Ticket Management Updates and closes tickets Owns queue, manages SLAs, escalates as needed   Physical Requirements:  Lifting & Carrying: * Must be able to regularly lift and carry up to 50 lbs (22 kg)   * Includes monitors, CPUs, AV equipment, and other IT hardware   Mobility & Posture:   * Frequent standing, walking, bending, kneeling, crouching, and reaching   * May require working in tight or awkward spaces (e.g., under desks, behind racks)   Manual Dexterity:   * Ability to use hands and fingers to handle, install, or adjust small components and cables   * Use of standard IT tools (e.g., screwdrivers, cable testers, label printers)   Vision & Focus:   * Close vision required for reading device labels, part numbers, and screen details   * Must be able to focus on a computer screen for extended periods   Work Environment:   * Work performed primarily in office, data center, and/or AV-equipped conference rooms   * Exposure to electric components, server noise, and climate-controlled spaces   Onsite Requirements:   * This is a 100% onsite role; presence during working hours is mandatory   * Occasional local travel may be required (for multi-building campuses or nearby sites)