Field Services Technician

Position: Field Services Technician I
## Field Services Technician IApplylocations:
San Bruno, CA:
San Francisco, CAtime type:
Full time posted on:
Posted Todayjob requisition :
R0015644
**** 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
****** 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., 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 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…