Field Support Technician

* ** 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*** ###
** 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 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
**** Ability to
** use hands and fingers
** to handle, install, or adjust small components and cables
****** Onsite Requirements**:
**** 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…