Field Service Technician I

Key Deliverables by Level 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 Level 2 – 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 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. Preferred Certifications – 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. Preferred Certifications – CompTIA A+ and/or Network+, ITIL Foundation, AVIXA CTS (for AV specialization track), JAMF or 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 Level 1 – Hardware Support & Troubleshooting – Follow basic procedures; diagnose and resolve issues independently. OS & Platform Knowledge – Supports Windows/macOS basics, 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 regularly lift and carry up to 50 lbs (22 kg) (monitor, CPUs, AV equipment, other hardware). Mobility & Posture – Frequent standing, walking, bending, kneeling, crouching, and reaching; may work in tight or awkward spaces (e.g., under desks, behind racks). Manual Dexterity – Use hands and fingers to handle, install, or adjust small components and cables; use of standard IT tools (screwdrivers, cable testers, label printers). Vision & Focus – Close vision required for reading device labels, part numbers, and screen details; focus on a computer screen for extended periods. Work Environment Primarily office, data center, and/or AV‑equipped conference rooms. Exposure to electric components, server noise, and climate‑controlled spaces. Onsite Requirements 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) – Base pay only; does not include bonuses, benefits, or other compensation. Salary determined by objective, documented work‑related considerations (education, experience, certifications, licenses, preferred qualifications, etc.). Benefits Medical provided through UHC (PPO, HSA, Surest options) or Kaiser (HMO option only for California employees). 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 Udemy, Coursera, and other integrated platforms. Corporate Wellness Program through 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 and other statutory leaves required under state and federal law. #J-18808-Ljbffr