Field Service Technician I

****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)**