Field Services Technician I

Field Services Technician

Key deliverables by level:

Level 1 - Associate:

• 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

Level 2 - 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:

• 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 &