Field Service Technician 2

**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 **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.** **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 **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 **Competency**  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)