Field Services Technician

Position: Field Services Technician I
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., Service Now)
* 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* ### 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.* ### 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.

Preferred:

Associate’s degree in Information Technology, Computer Science, or a related field  Prior experience working independently or at a single-technician site
* 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., Service Now, 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
* 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 ILevel 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

Ability to use hands and fingers to handle, install, or adjust small components and cables

This is a 100% onsite role; presence during working hours is mandatory
* * 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…