Field Services Technician I

Astreya•San Bruno, CA

4d•Onsite

About The Position

This role involves providing onsite technical support for end-users, managing IT service tickets, and supporting hardware deployments and inventory management. The position progresses through two levels, Associate Field Services Technician I and Field Services Technician II (Lead Single Man Sites), with increasing autonomy and responsibility. Level I focuses on responding to tickets, assisting with setups, and following documented procedures under supervision. Level II involves independently managing IT support at single-person locations, owning AV/conference room support, and providing informal mentorship. Both levels require strong customer service, technical troubleshooting, and adherence to company and client protocols.

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)
High School Diploma or GED
Prior experience working independently or at a single-technician site
CompTIA A+ and/or Network+ Certifications
ITIL Foundation Certification
AVIXA CTS (for AV specialization track)
JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization)
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
Associate’s degree in Information Technology, Computer Science, or a related field
Willingness to mentor peers or junior team members (at Level II)

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.
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