Field Services Technicians are frontline IT support professionals responsible for delivering efficient, high-quality technology services at client locations. They handle everything from end-user issue resolution and hardware deployments to AV and conference room support. As representatives of Astreya's client-focused support culture, these roles demand technical aptitude, strong communication skills, and the ability to work independently or as part of a team in fast-paced environments.Field Services Technician I (FST I) is an entry-level role focusing on responding to service tickets under supervision. Field Services Technician II (FST II) operates independently at single-technician sites, often serving as the lead technician with expanded responsibilities and ownership of onsite service delivery.Job DescriptionKey Deliverables by LevelDeliverableLevel 1 - AssociateField Services Technician IRespond to IT service tickets using documented procedures and supervisionAssist with workstation setups and peripheral connectionsPerform basic AV checks and room readiness tasksSupport imaging and deployments under directionMaintain accurate ticket documentation in ITSM tools (e.g., ServiceNow)Follow proper inventory handling, tagging, and trackingEscalate unresolved issues appropriatelyAdhere to safety protocols and client-specific guidelinesEssential Duties and Responsibilities (All Levels):End-User SupportProvide 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 ManagementReceive, 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 & RecoveryAssist 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 ManagementMaintain 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 SupportPerform 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 ComplianceFollow 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 & CommunicationServe 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.Knowledge, Skills & Abilities (KSAs):Technical:Knowledge of Windows 10/11, macOS, and basic Linux environmentsAbility to troubleshoot, repair, and deploy desktops, laptops, and peripheralsFamiliarity with mobile device platforms (iOS, Android) and basic MDM conceptsUnderstanding of AV/VC systems (Zoom, Meet, Webex) and conference room technologyBasic 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 MDTExperience with inventory and asset tracking tools for lifecycle managementAwareness of IT security best practices and safe handling of equipmentAbility to follow standard operating procedures (SOPs) and technical documentationSoft Skills:Strong verbal and written communication skills for working with end usersExcellent customer service orientation and active listeningEffective time management and ability to prioritize multiple tasksStrong problem-solving and analytical thinking in fast-paced environmentsAbility to collaborate with teammates and cross-functional teamsHigh level of professionalism, reliability, and accountabilityAdaptability to changing technologies, priorities, and client environmentsSelf-motivated with the ability to take initiative and follow throughCompetencyHardware Support & TroubleshootingFollow basic proceduresIndependently diagnoses and resolves issues.OS & Platform KnowledgeSupports Windows/macOS basicsSupports and configures multiple OS platformsMobile & Endpoint ManagementBasic support for mobile devicesMDM exposure, configures and supports endpointsAV/VC SystemsPerforms room checks, reports issuesTroubleshoots AV problems and supports meetingsNetworking FundamentalsUnderstands connectivity basicsDiagnoses common network-related issuesImaging & DeploymentAssists with imagingPerforms full device imaging and deploymentsInventory & Asset ManagementTags and tracks equipmentManages and reconciles inventory independentlyITSM & Ticket ManagementUpdates and closes ticketsOwns queue, manages SLAs, escalates as neededPhysical 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 hardwareMobility & Posture:Frequent standing, walking, bending, kneeling, crouching, and reachingMay 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 cablesUse of standard IT tools (e.g., screwdrivers, cable testers, label printers)Vision & Focus:Close vision required for reading device labels, part numbers, and screen detailsMust be able to focus on a computer screen for extended periodsWork Environment:Work performed primarily in office, data center, and/or AV-equipped conference roomsExposure to electric components, server noise, and climate-controlled spacesOnsite Requirements:This is a 100% onsite role; presence during working hours is mandatoryOccasional local travel may be required (for multi-building campuses or nearby sites)