Field Service Technician I

Field Service Technician I

Key Deliverables

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

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

• 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)

Salary Range

$17.36 - $27.40 USD (Hourly)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.

• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including

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Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only

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Dental provided through UHC

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Nationwide Vision provided by UHC

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Flexible Spending Account for Health & Dependent Care

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Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

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Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

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Corporate Wellness Program provided by Goomi Group

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Employee Assistance Program

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Wellness Days

401k Plan

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Basi