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
- 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 diagnose and resolve 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).
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