Field Services Technician I

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

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)