Field Services Technician I

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. 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. 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) Hardware Support & Troubleshooting Follow basic procedures Independently diagnoses and resolves issues. OS & Platform Knowledge Supports Windows/macOS basics Supports and configures multiple OS platforms Mobile & Endpoint Management Basic support for mobile devices MDM exposure, configures and supports endpoints AV/VC Systems Performs room checks, reports issues Troubleshoots AV problems and supports meetings Networking Fundamentals Understands connectivity basics Diagnoses common network-related issues Imaging & Deployment Assists with imaging Performs full device imaging and deployments Inventory & Asset Management Tags and tracks equipment Manages and reconciles inventory independently ITSM & Ticket Management Updates and closes tickets Owns queue, manages SLAs, escalates as needed 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) 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)