Field Service Technician I

Astreya • Pittsburgh, PA

11d • Onsite

About The Position

The Field Service Technician I is an entry-level role focused on providing onsite IT support. This position involves responding to service tickets, assisting with hardware setups, performing basic AV checks, and supporting device deployments. The technician will manage tickets, handle inventory, and escalate issues as needed, all while adhering to safety protocols and client-specific guidelines. Key responsibilities include end-user support for various devices, managing support requests in ITSM tools, assisting with hardware deployment and recovery, maintaining IT equipment inventory, supporting AV and conference room technology, and ensuring compliance with documentation and processes. The role requires strong customer service and communication skills.

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
• 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

Nice To Haves

• Enrollment in IT-related coursework or vocational training
• CompTIA A+ Google IT Support Certificate or similar entry-level credential
• 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.
• 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.

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