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)