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