Field Services 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)