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
Field Services Technician II(Lead Single Man Sites)
- Independently manage onsite IT support at single-person or lead-assigned locations
- Serve as the primary contact for end-user technical needs
- Own AV/conference room setup, maintenance, and issue resolution
- Execute full lifecycle support: imaging, deployment, recovery, e-waste
- Oversee inventory reconciliation and tool usage
- Prioritize and resolve tickets aligned to SLA targets
- Identify recurring issues and suggest process improvements
- Provide informal mentorship and support to visiting or junior technicians
- Uphold Astreya’s quality and service standards through professional communication and client interaction
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.
Level II Additional Responsibilities:
Team Collaboration
- At Level II, act as the lead or sole technician on-site and coordinate with remote teams or vendors.
- Provide informal mentorship to junior techs or new team members visiting the site.
- Share site-specific insights or recurring issue trends to help improve service delivery.
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
Level II
- Required: High School Diploma or GED
- Preferred:Associate’s degree in Information Technology, Computer Science, or a related field
Prior experience working independently or at a single-technician site
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
- Ability to work independently, especially at single-technician sites (L2)
- Willingness to mentor peers or junior team members (at Level II)
Each level, 1 - 2, represents a progression in complexity, autonomy, and responsibility. The higher the level, the more critical thinking, leadership, and expertise are required.
Competency
Level I
Level 2
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)
