Field Services Technician

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., Service Now)

• 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

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., Service Now).

• 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.

• 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.

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)

Technical:

• Knowledge of…