About this role
Field Services Technician I
Respond to IT service tickets using documented procedures and supervision Assist with workstation setups and peripheral connectionsPerform basic AV checks and room readiness tasks Support 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 guidelines
Field Services Technician II (Lead Single Man Sites)
Independently manage onsite IT support at single-person or lead-assigned locationsServe as the primary contact for end-user technical needsOwn AV/conference room setup, maintenance, and issue resolutionExecute full lifecycle support: imaging, deployment, recovery, e-wasteOversee inventory reconciliation and tool usagePrioritize and resolve tickets aligned to SLA targetsIdentify recurring issues and suggest process improvementsProvide informal mentorship and support to visiting or junior techniciansUphold Astreya’s quality and service standards through professional communication and client interaction
Essential 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 cli