Field Services Technician I

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)
  

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 benefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through Cigna (DPPO & DHMO options)
• Nationwide Vision provided through VSP
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic Life, Accidental Life, Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other fringe benefits required under state and federal law