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)