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 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 rea