Field service technician 1

About this role

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)