Field Services Technician II

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)