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Field Service Technician I

$17.36 - $27.4 per hour

Astreya Inc.

Cambridge, MA

  • # Field Service Technician IApplylocations: Cambridge, MAtime type: Full timeposted on: Posted Todayjob requisition id: R0016111****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
  • J-18808-Ljbffr Astreya Inc.

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Vacancy posted 1 day ago
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