Field Service 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
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)
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 UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through UHC
Nationwide Vision provided by UHC
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 provided by Goomi Group
Employee Assistance Program
Wellness Days
401k Plan
Basic and 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 ancillary benefits required under state and federal law