Field Service Technician I

## Field Service Technician IApply: Kirkland, WA: Full time: Posted 2 Days Ago: R0017451Key Deliverables by LevelDeliverableLevel 1 - AssociateField 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 guidelinesField 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 interactionEssential 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 credentialLevel 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.CompetencyLevel ILevel 2Hardware Support & TroubleshootingFollow basic proceduresIndependently diagnoses and resolves issues.OS & Platform KnowledgeSupports Windows/macOS basicsSupports and configures multiple OS platformsMobile & Endpoint ManagementBasic support for mobile devicesMDM exposure, configures and supports endpointsAV/VC SystemsPerforms room checks, reports issuesTroubleshoots AV problems and supports meetingsNetworking FundamentalsUnderstands connectivity basicsDiagnoses common network-related issuesImaging & DeploymentAssists with imagingPerforms full device imaging and deploymentsInventory & Asset ManagementTags and tracks equipmentManages and reconciles inventory independentlyITSM & Ticket ManagementUpdates and closes ticketsOwns 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 hardwareMobility & 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 periodsWork Environment:* Work performed primarily in office, data center, and/or AV-equipped conference rooms* Exposure to electric components, server noise, and climate-controlled spacesOnsite 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.* #J-18808-Ljbffr