Field Service Technician I

Astreya • New York, NY

5h • Onsite

About The Position

This role involves providing onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices. The technician will troubleshoot and resolve common hardware and software issues, delivering a high-quality, customer-focused service experience in a timely manner. Responsibilities include receiving, documenting, and closing support requests in ITSM tools, prioritizing tickets based on urgency and impact, and escalating complex or unresolved issues following defined protocols. The role also involves assisting with or independently performing workstation deployments, device imaging, and equipment setup, as well as supporting device recovery, re-imaging, and e-waste processes. Accurate labeling, tagging, and asset tracking for all deployed equipment are essential. The technician will maintain and reconcile inventory of IT equipment and accessories at the assigned site, use asset tracking systems to manage device records, and participate in regular audits. Additionally, the role requires performing regular checks and basic troubleshooting of AV equipment, setting up and tearing down conference room tech, and supporting room readiness. Following documented processes and standard operating procedures (SOPs) for all support tasks, maintaining clear and concise documentation, and adhering to Astreya and client-specific protocols are crucial. The technician will serve as a visible, approachable point of contact for IT-related issues, communicate effectively with users, and represent Astreya’s service commitment with professionalism and courtesy. This is a 100% onsite role, with occasional local travel potentially required.

Requirements

• High School Diploma or GED
• Knowledge of Windows 10/11, macOS, and basic Linux environments
• Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals
• Familiarity with mobile device platforms (iOS, Android) and basic MDM concepts
• Understanding of AV/VC systems (Zoom, Meet, Webex) and conference room technology
• Basic 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 MDT
• Experience with inventory and asset tracking tools for lifecycle management
• Awareness of IT security best practices and safe handling of equipment
• Ability to follow standard operating procedures (SOPs) and technical documentation
• Strong verbal and written communication skills for working with end users
• Excellent customer service orientation and active listening
• Effective time management and ability to prioritize multiple tasks
• Strong problem-solving and analytical thinking in fast-paced environments
• Ability to collaborate with teammates and cross-functional teams
• High level of professionalism, reliability, and accountability
• Adaptability to changing technologies, priorities, and client environments
• Self-motivated with the ability to take initiative and follow through
• Ability to work independently, especially at single-technician sites (L2)
• Willingness to mentor peers or junior team members (at Level II)
• Must be able to regularly lift and carry up to 50 lbs (22 kg)
• 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)

Nice To Haves

• Enrollment in IT-related coursework or vocational training
• CompTIA A+ Google IT Support Certificate or similar entry-level credential
• Associate’s degree in Information Technology, Computer Science, or a related field
• Prior experience working independently or at a single-technician site
• CompTIA A+ and/or Network+
• ITIL Foundation
• AVIXA CTS (for AV specialization track)
• JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization)

Responsibilities

• 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.
• Independently manage onsite IT support at single-person or lead-assigned locations.
• Serve as the primary contact for end-user technical needs.
• Own AV/conference room setup, maintenance, and issue resolution.
• Execute full lifecycle support: imaging, deployment, recovery, e-waste.
• Oversee inventory reconciliation and tool usage.
• Prioritize and resolve tickets aligned to SLA targets.
• Identify recurring issues and suggest process improvements.
• Provide informal mentorship and support to visiting or junior technicians.
• Uphold Astreya’s quality and service standards through professional communication and client interaction.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC Nationwide
• Vision provided by UHC
• 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 provided by Goomi Group
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic and 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 ancillary benefits required under state and federal law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED