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Field Service Technician
Job in
Pittsburgh, Allegheny County, Pennsylvania, 15289, USA
Listed on 2026-06-07
Listing for:
Astreya
Full Time
position Listed on 2026-06-07
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support
Job Description & How to Apply Below
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., Service Now)
- Follow proper inventory handling, tagging, and tracking
- Escalate unresolved issues appropriately
- Adhere to safety protocols and client-specific guidelines
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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 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
- 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)
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., 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…
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