Field Support 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

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.