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
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.
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
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
Competency
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)