IT Support / IT Field Technician / IT helpdesk

Level 1 - Associate

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

Essential Duties and Responsibilities (All Levels):

End-User Support

• 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.

Ticket Management

• 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.

Hardware Deployment & Recovery

• 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.

Inventory & Asset Management

• 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.

AV & Conference Room Support

• 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.

Documentation & Process Compliance

• 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.

Customer Service & Communication

• 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.

Education and/or Work Experience Requirements:

Level I

• Required: High School Diploma or GED

• Preferred: Enrollment in IT-related coursework or vocational training

• Certifications (plus): CompTIA A Google IT Support Certificate or similar entry-level credential

Knowledge, Skills & Abilities (KSAs):

Technical:

• 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

Soft Skills:

• 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

Job Types: Full-time, Permanent

Pay: $20.00 - $20.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Experience:

• Computer hardware: 1 year (Required)
• Ticketing system: 1 year (Required)

Location:

• Ann Arbor, MI 48105 (Required)

Work Location: In person

Salary : $20 - $21