Job Description
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
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.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
- Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
- Dental provided through Cigna (DPPO & DHMO options)
- Nationwide Vision provided through VSP
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
- Corporate Wellness Program
- Employee Assistance Program
- Wellness Days
- 401k Plan
- Basic Life, Accidental Life, Supplemental Life Insurance
- Short Term & Long Term Disability
- Critical Illness, Critical Hospital, and Voluntary Accident Insurance
- Tuition Reimbursement (available 6 months after start date, capped)
- Paid Time Off (accrued and prorated, maximum of 120 hours annually)
- Paid Holidays
- Any other statutory leaves, paid time, or other fringe benefits required under state and federal law
Job Tags
Full time, Temporary work, Flexible hours,