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., ServiceNow) • 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., ServiceNow). • 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 Experience Requirements 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 Level II • Required: High School Diploma or GED • Preferred:Associate’s degree in Information Technology, Computer Science, or a related field • Prior experience working independently or at a single-technician site Certifications • 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) Knowledge, Skills & Abilities (KSAs) 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., ServiceNow, 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 Soft Skills • 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) Each level, 1- 2, represents a progression in complexity, autonomy, and responsibility. The higher the level, the more critical thinking, leadership, and expertise are required. 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 Physical Requirements Lifting & Carrying • Must be able to regularly lift and carry up to 50 lbs (22 kg) • Includes monitors, CPUs, AV equipment, and other IT hardware Mobility & Posture • Frequent standing, walking, bending, kneeling, crouching, and reaching • May require working in tight or awkward spaces (e.g., under desks, behind racks) Manual Dexterity • Ability to use hands and fingers to handle, install, or adjust small components and cables • Use of standard IT tools (e.g., screwdrivers, cable testers, label printers) Vision & Focus • Close vision required for reading device labels, part numbers, and screen details • Must be able to focus on a computer screen for extended periods Work Environment • Work performed primarily in office, data center, and/or AV-equipped conference rooms • Exposure to electric components, server noise, and climate-controlled spaces Onsite Requirements • This is a 100% onsite role; presence during working hours is mandatory • Occasional local travel may be required (for multi-building campuses or nearby sites)