Field Services Technician I

Astreya•Irvine, CA

3d•Onsite

About The Position

This role is for a Field Services Technician I, with progression opportunities to Level II (Lead Single Man Sites). The position involves providing onsite and remote technical support for end-users, managing IT service tickets, deploying and recovering hardware, managing inventory, and supporting AV/conference room technology. The role requires adherence to documented procedures, safety protocols, and client-specific guidelines. Level II technicians independently manage IT support at single-person locations, serve as the primary contact for technical needs, and provide informal mentorship.

Requirements

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

CompTIA A+ (Level I Plus)
Google IT Support Certificate or similar entry-level credential (Level I Plus)
Associate’s degree in Information Technology, Computer Science, or a related field (Level II Preferred)
Prior experience working independently or at a single-technician site (Level II Preferred)
ITIL Foundation (Level II)
AVIXA CTS (for AV specialization track) (Level II)
JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization) (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 (Level II).
Serve as the primary contact for end-user technical needs (Level II).
Own AV/conference room setup, maintenance, and issue resolution (Level II).
Execute full lifecycle support: imaging, deployment, recovery, e-waste (Level II).
Oversee inventory reconciliation and tool usage (Level II).
Prioritize and resolve tickets aligned to SLA targets (Level II).
Identify recurring issues and suggest process improvements (Level II).
Provide informal mentorship and support to visiting or junior technicians (Level II).
Uphold Astreya’s quality and service standards through professional communication and client interaction (Level II).
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 (Level II).
Provide informal mentorship to junior techs or new team members visiting the site (Level II).
Share site-specific insights or recurring issue trends to help improve service delivery (Level II).

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