Field Service Technician I

$17.36 - $27.4 per hour

Astreya

Kirkland, WA

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)

Salary Range
$17.36 - $27.40 USD (Hourly)

Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including:

Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through UHC
Nationwide Vision provided by UHC
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program provided by Goomi Group
Employee Assistance Program
Wellness Days
401k Plan
Basic and Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

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