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)