IT Field Service / IT Inventory / IT Asset / IT Hardware
Technology
Job Description
Level 1 - Associate
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Field Services Technician I
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- 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
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ssential Duties and Responsibilities (All Levels):
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End-User Support
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- 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.
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Ticket Management
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- 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.
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Hardware Deployment & Recovery
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- 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.
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Inventory & Asset Management
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- 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.
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AV & Conference Room Support
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- 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.
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Documentation & Process Compliance
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- 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.
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Customer Service & Communication
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- 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
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Education and/or Work Experience Requirements:
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Level I
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- Required: High School Diploma or GED
- Preferred: Enrollment in IT-related coursework or vocational training
- Certifications (plus): CompTIA A+ Google IT Support Certificate or similar entry-level credential
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Physical Requirements:
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Lifting & Carrying:
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- Must be able to regularly lift and carry up to 50 lbs (22 kg)
- Includes monitors, CPUs, AV equipment, and other IT hardware
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- Frequent standing, walking, bending, kneeling, crouching, and reaching
- May require working in tight or awkward spaces (e.g., under desks, behind racks)
- Ability to use hands and fingers to handle, install, or adjust small components and cables
- Use of standard IT tools (e.g., screwdrivers, cable testers, label printers)
- Close vision required for reading device labels, part numbers, and screen details
- Must be able to focus on a computer screen for extended periods
- Work performed primarily in office, data center, and/or AV-equipped conference rooms
- Exposure to electric components, server noise, and climate-controlled spaces
- This is a 100% onsite role; presence during working hours is mandatory
- Occasional local travel may be required (for multi-building campuses or nearby sites)
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Mobility & Posture:
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Manual Dexterity:
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Vision & Focus:
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Work Environment:
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Onsite Requirements:
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