Field Support Technician

Job Summary

• 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
• Follow proper inventory handling, tagging, and tracking
• Escalate unresolved issues appropriately
• Adhere to safety protocols and client-specific guidelines

• 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

• 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

• Receive, document, and close support requests in ITSM tools (e.g., Service Now)
• Prioritize tickets based on urgency and impact
• Escalate complex or unresolved issues following defined protocols

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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
• 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 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…