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
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