סקירה כללית
Key Deliverables by Level Deliverable 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 Field Services Technician II(Lead Single Man Sites) * Independently manage onsite IT support at single-person or lead-assigned locations * Serve as the primary contact for end-user technical needs * Own AV/conference room setup, maintenance, and issue resolution * Execute full lifecycle support: imaging, deployment, recovery, e-waste * Oversee inventory reconciliation and tool usage * Prioritize and resolve tickets aligned to SLA targets * Identify recurring issues and suggest process improvements * Provide informal mentorship and support to visiting or junior technicians * Uphold Astreya’s quality and service standards through professional communication and client interaction 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. Level II Additional Responsibilities Team Collaboration * At Level II, act as the lead or sole technician on-site and coordinate with remote teams or vendors. * Provide informal mentorship to junior techs or new team members visiting the site. * Share site-specific insights or recurring issue trends to help improve service delivery. 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 Level II * Required: High School Diploma or GED * Preferred:Associate’s degree in Information Technology, Computer Science, or a related field Prior experience working independently or at a single-technician site Certifications * CompTIA A+ and/or Network+ * ITIL Foundation * AVIXA CTS (for AV specialization track) * JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization) Technical Knowledge, Skills & Abilities (KSAs): * 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 * Ability to work independently, especially at single-technician sites (L2) * Willingness to mentor peers or junior team members (at Level II) Each level, 1
– 2, represents a progression in complexity, autonomy, and responsibility. The higher the level, the more critical thinking, leadership, and expertise are required. Competency Level I Level 2 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 Physical Requirements Lifting & Carrying: * Must be able to regularly lift and carry up to 50 lbs (22 kg) * Includes monitors, CPUs, AV equipment, and other IT hardware Mobility & Posture * Frequent standing, walking, bending, kneeling, crouching, and reaching * May require working in tight or awkward spaces (e.g., under desks, behind racks) Manual Dexterity * 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) Vision & Focus * Close vision required for reading device labels, part numbers, and screen details * Must be able to focus on a computer screen for extended periods Work Environment * Work performed primarily in office, data center, and/or AV-equipped conference rooms * Exposure to electric components, server noise, and climate-controlled spaces Onsite Requirements * 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)
דרישות המשרה
(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). *
