Field Services Technician II
Description
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 :