IT HelpDesk

ey Deliverables by Level

Deliverabl

eLevel 1 - Associat

eField Services Technician

• IRespond to IT service tickets using documented procedures and supervisio
• n Assist with workstation setups and peripheral connection
• sPerform basic AV checks and room readiness task
• s Support imaging and deployments under directio
• nMaintain accurate ticket documentation in ITSM tools (e.g., ServiceNow
• ) Follow proper inventory handling, tagging, and trackin
• gEscalate unresolved issues appropriatel
• yAdhere to safety protocols and client-specific guideline

s
Field Services Technician II(Lead Single Man Site

• s)Independently manage onsite IT support at single-person or lead-assigned locatio
• nsServe as the primary contact for end-user technical nee
• dsOwn AV/conference room setup, maintenance, and issue resoluti
• onExecute full lifecycle support: imaging, deployment, recovery, e-was
• teOversee inventory reconciliation and tool usa
• gePrioritize and resolve tickets aligned to SLA targe
• tsIdentify recurring issues and suggest process improvemen
• tsProvide informal mentorship and support to visiting or junior technicia
• nsUphold Astreya’s quality and service standards through professional communication and client interacti

on
Essential Duties and Responsibilities (All Level

s): End-User Supp

• ortProvide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devic
• es.Troubleshoot and resolve common hardware and software issu
• es.Deliver a high-quality, customer-focused service experience in a timely mann

er.Ticket Managem

• entReceive, document, and close support requests in ITSM tools (e.g., ServiceNo
• w).Prioritize tickets based on urgency and impa
• ct.Escalate complex or unresolved issues following defined protoco

ls.Hardware Deployment & Recov

• eryAssist with or independently perform workstation deployments, device imaging, and equipment set
• up.Support device recovery, re-imaging, and e-waste processes according to lifecycle guidelin
• es.Ensure accurate labeling, tagging, and asset tracking for all deployed equipme

nt.Inventory & Asset Managem

• entMaintain and reconcile inventory of IT equipment and accessories at assigned si
• te.Use asset tracking systems to manage device records, check-ins/outs, and stock leve
• ls.Participate in regular audits and support logistics for shipping/receiving hardwa

re.AV & Conference Room Supp

• ortPerform regular checks and basic troubleshooting of AV equipment (displays, microphones, camera
• s).Set up and tear down conference room tech for meetings or even
• ts.Support room readiness, monitor usage, and report or resolve AV issu

es.Documentation & Process Complia

• nceFollow documented processes and standard operating procedures (SOPs) for all support tas
• ks.Maintain clear and concise documentation for resolutions, escalations, and asset updat
• es.Adhere to Astreya and client-specific protocols, including change and incident manageme

nt. Customer Service & Communicat

• ionServe as a visible, approachable point of contact for IT-related issues at the si
• te.Communicate effectively with users to understand issues and set clear service expectatio
• ns.Represent Astreya’s service commitment with professionalism and courte