Field Services Technician

Key Deliverables by Level

Level1 – Associate Field Services TechnicianI

• 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

• Independently manage onsite IT support at single-person or lead-assigned locations
• Serve as 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.
• 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 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.
• Customer Service & Communication
  :
  Serve as a visible point of contact for IT-related issues at the site; communicate effectively with users, set clear service expectations; represent Astreya’s service commitment with professionalism and courtesy.

• Act as lead or sole technician on‑site, coordinating 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.

• High School Diploma or GED (required)
• Enrollment in IT-related coursework or vocational training (preferred)
• Certifications (plus):
  CompTIA A+, Google IT Support Certificate or similar entry-level credential

• High School Diploma or GED (required)
• Associate’s degree in Information Technology, Computer Science, or related field (preferred)
• Experience working independently or at a single-technician site (required)
• Certifications:
  
  CompTIA A+ and/or Network+, ITIL Foundation, AVIXA CTS (AV specialization track), JAMF, Apple Certified Support Professional (ACSP), or MDM tools (DSS specialization)

• Knowledge of Windows
  10/11, macOS, and basic Linux environments
• Ability to troubleshoot, repair, and deploy desktops, laptops,…