Field Services Technician I
Description
Key Deliverables by Level
Deliverable
Level 1 - Associate
Field Services Technician I
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Respond to IT service tickets using documented procedures and supervision
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Assist with workstation setups and peripheral connections
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Perform basic AV checks and room readiness tasks
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Support imaging and deployments under direction
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Maintain accurate ticket documentation in ITSM tools (e.g., ServiceNow)
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Follow proper inventory handling, tagging, and tracking
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Escalate unresolved issues appropriately
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Adhere to safety protocols and client-specific guidelines
Field Services Technician II (Lead Single Man Sites)
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Independently manage onsite IT support at single-person or lead-assigned locations
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Serve as the primary contact for end-user technical needs
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Own AV/conference room setup, maintenance, and issue resolution
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Execute full lifecycle support: imaging, deployment, recovery, e-waste
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Oversee inventory reconciliation and tool usage
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Prioritize and resolve tickets aligned to SLA targets
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Identify recurring issues and suggest process improvements
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Provide informal mentorship and support to visiting or junior technicians
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Uphold Astreya’s quality and service standards through professional communication and client interaction
Essential Duties and Responsibilities (All Levels)
End-User Support
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Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices.
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Troubleshoot and resolve common hardware and software issues.
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Deliver a high-quality, customer-focused service experience in a timely manner.
Ticket Management
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Receive, document, and close support requests in ITSM tools (e.g., ServiceNow).
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Prioritize tickets based on urgency and impact.
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Escalate complex or unresolved issues following defined protocols.
Hardware Deployment & Recovery
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Assist with or independently perform workstation deployments, device imaging, and equipment setup.
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Support device recovery, re-imaging, and e-waste processes according to lifecycle guidelines.
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Ensure accurate labeling, tagging, and asset tracking for all deployed equipment.
Inventory & Asset Management
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Maintain and reconcile inventory of IT equipment and accessories at assigned site.
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Use asset tracking systems to manage device records, check-ins/outs, and stock levels.
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Participate in regular audits and support logistics for shipping/receiving hardware.
AV & Conference Room Support
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Perform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras).
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Set up and tear down conference room tech for meetings or events.
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Support room readiness, monitor usage, and report or resolve AV issues.
Documentation & Process Compliance
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Follow documented processes and standard operating procedures (SOPs) for all support tasks.
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Maintain clear and concise documentation for resolutions, escalations, and asset updates.
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Adhere to Astreya and client-specific protocols, including change and incident management.
Customer Service & Communication
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Serve as a visible, approachable point of contact for IT-related issues at the site.
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Communicate effectively with users to understand issues and set clear service expectations.
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Represent Astreya’s service commitment with professionalism and courtesy.
Level II Additional Responsibilities
Team Collaboration
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At Level II, act as the lead or sole technician on-site and coordinate with remote teams or vendors.
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Provide informal mentorship to junior techs or new team members visiting the site.
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Share site-specific insights or recurring issue trends to help improve service delivery.
Education and/or Work Experience Requirements
Level I
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Required : High School Diploma or GED
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Preferred : Enrollment in IT-related coursework or vocational training
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Certifications (plus): CompTIA A+ Google IT Support Certificate or similar entry-level credential
Level II
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Required: High School Diploma or GED
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Preferred: Associate’s degree in Information Technology, Computer Science, or a related field
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Prior experience working independently or at a single-technician site
Certifications
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CompTIA A+ and/or Network+
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ITIL Foundation
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AVIXA CTS (for AV specialization track)
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JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization)
Knowledge, Skills & Abilities (KSAs)
Technical
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Knowledge of Windows 10/11, macOS, and basic Linux environments
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Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals
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Familiarity with mobile device platforms (iOS, Android) and basic MDM concepts
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Understanding of AV/VC systems (Zoom, Meet, Webex) and conference room technology
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Basic knowledge of networking concepts (IP, DNS, DHCP, connectivity troubleshooting)
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Proficiency with ITSM/ticketing platforms (e.g., ServiceNow, Jira)
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Ability to image and deploy devices using tools like SCCM, JAMF, or MDT
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Experience with inventory and asset tracking tools for lifecycle management
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Awareness of IT security best practices and safe handling of equipment
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Ability to follow standard operating procedures (SOPs) and technical documentation
Soft Skills
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Strong verbal and written communication skills for working with end users
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Excellent customer service orientation and active listening
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Effective time management and ability to prioritize multiple tasks
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Strong problem-solving and analytical thinking in fast-paced environments
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Ability to collaborate with teammates and cross-functional teams
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High level of professionalism, reliability, and accountability
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Adaptability to changing technologies, priorities, and client environments
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Self-motivated with the ability to take initiative and follow through
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Ability to work independently, especially at single-technician sites (L2)
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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
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Level I
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Level 2
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Hardware Support & Troubleshooting
Follow basic procedures
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Independently diagnoses and resolves issues.
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OS & Platform Knowledge
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Supports Windows/macOS basics
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Supports and configures multiple OS platforms
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Mobile & Endpoint Management
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Basic support for mobile devices
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MDM exposure, configures and supports endpoints
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AV/VC Systems
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Performs room checks, reports issues
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Troubleshoots AV problems and supports meetings
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Networking Fundamentals
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Understands connectivity basics
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Diagnoses common network-related issues
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Imaging & Deployment
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Assists with imaging
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Performs full device imaging and deployments
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Inventory & Asset Management
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Tags and tracks equipment
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Manages and reconciles inventory independently
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ITSM & Ticket Management
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Updates and closes tickets
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Owns queue, manages SLAs, escalates as needed
Physical Requirements
Lifting & Carrying
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Must be able to regularly lift and carry up to 50 lbs (22 kg)
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Includes monitors, CPUs, AV equipment, and other IT hardware
Mobility & Posture
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Frequent standing, walking, bending, kneeling, crouching , and reaching
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May require working in tight or awkward spaces (e.g., under desks, behind racks)
Manual Dexterity
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Ability to use hands and fingers to handle, install, or adjust small components and cables
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Use of standard IT tools (e.g., screwdrivers, cable testers, label printers)
Vision & Focus
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Close vision required for reading device labels, part numbers, and screen details
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Must be able to focus on a computer screen for extended periods
Work Environment
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Work performed primarily in office, data center, and/or AV-equipped conference rooms
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Exposure to electric components, server noise, and climate-controlled spaces