Field Services Technician I

Astreya•San Francisco, CA

7d•$17 - $27•Onsite

About The Position

This role is for a Field Services Technician I, an entry-level position focused on providing IT support. The technician will respond to IT service tickets, assist with workstation setups, perform basic AV checks, and support device imaging and deployments under supervision. Key responsibilities include maintaining accurate ticket documentation, following inventory procedures, escalating issues, and adhering to safety protocols. This position requires a High School Diploma or GED, with a preference for enrollment in IT-related coursework or vocational training. Certifications like CompTIA A+ or Google IT Support Certificate are a plus. The role involves a progression in complexity, autonomy, and responsibility, with Level I focusing on following basic procedures and supporting Windows/macOS basics.

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)
Includes monitors, CPUs, AV equipment, and other IT hardware
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
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
Supports and configures multiple OS platforms
MDM exposure, configures and supports endpoints
Troubleshoots AV problems and supports meetings
Diagnoses common network-related issues
Performs full device imaging and deployments
Manages and reconciles inventory independently

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