Field Service Technician II

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., Service Now)
• Follow proper inventory handling, tagging, and tracking
• Escalate unresolved issues appropriately
• Adhere to safety protocols and client-specific guidelines

Level II – 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

• 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., Service Now). 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 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.

• 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.

• 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)