Field Service 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., ServiceNow)

•  Follow proper inventory handling, tagging, and tracking

• Escalate unresolved issues appropriately

• Adhere to safety protocols and client-specific guidelines

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

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)

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)