Field Services Technician I

The Field Services Technician I provides onsite technical support to end-users, assists with workstation setups, and performs basic AV checks. They also assist with imaging and deployments, maintain accurate ticket documentation, and follow proper inventory handling and tracking.

Requirements

• 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
• End-User Support
• 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
• Team Collaboration
• 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

Benefits

• 401k Matching
• Tuition Reimbursement