Field Service Technician II

Field Services Technician

Essential Duties and Responsibilities (All Levels):

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.

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.

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.

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.

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.

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.

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:

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)

Competency:

Level I:

Hardware Support & Troubleshooting: Follow basic procedures

OS & Platform Knowledge: Supports Windows/macOS basics

Mobile & Endpoint Management: Basic support for mobile devices

AV/VC Systems: Performs room checks, reports issues

Networking Fundamentals: Understands connectivity basics

Imaging & Deployment: Assists with imaging

Inventory & Asset Management: Tags and tracks equipment

ITSM & Ticket Management: Updates and closes tickets

Level 2:

Hardware Support & Troubleshooting: Independently diagnoses and resolves issues.

OS & Platform Knowledge: Supports and configures multiple OS platforms

Mobile & Endpoint Management: MDM exposure, configures and supports endpoints

AV/VC Systems: Troubleshoots AV problems and supports meetings

Networking Fundamentals: Diagnoses common network-related issues

Imaging & Deployment: Performs full device imaging and deployments

Inventory & Asset Management: Manages and reconciles inventory independently

ITSM & Ticket Management: 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)