Field Service Technician I

Astreya; Kirkland (WA); On-site; USD 23,000 - 37,000; Full time

Job summary

Astreya in Kirkland, WA is hiring a Field Service Technician I to deliver onsite end-user support, help with workstation imaging, AV checks, and asset tagging. You will document resolutions in ITSM tools and follow client guidelines.

At Level II you may lead onsite work, mentor junior techs, and coordinate with remote teams. Strong OS, networking, and customer-facing communication are essential for this 100% onsite role.

Qualifications

• High school diploma or GED required; IT coursework preferred.
• Experience with imaging, deployments, and endpoint management.
• Familiarity with AV/VC systems and basic networking concepts.

Responsibilities

• Provide onsite and remote end-user support for desktops and peripherals.
• Assist with workstation imaging, deployments, and asset tagging.
• Maintain documentation of resolutions in ITSM tools and comply with SOPs.
• Operate AV/VC equipment setup and conference room support.

Skills

Windows/macOS/Linux troubleshooting

IT hardware deployment

ITSM ticketing (ServiceNow/Jira)

AV/VC systems setup

Networking basics (IP/DNS/DHCP)

Imaging/deployment tools (SCCM/JAMF/MD

Inventory & asset management

Strong communication

Education

High School Diploma or GED

Associate’s degree preferred

Tools

ServiceNow

Jira

SCCM

JAMF

MDM tooling

Job description

## Field Service Technician IApply: Kirkland, WA: Full time: Posted 2 Days Ago: R0017451Key Deliverables by LevelDeliverableLevel 1 - AssociateField 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 guidelinesField 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 interactionEssential 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 credentialLevel 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)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* 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.CompetencyLevel ILevel 2Hardware Support & TroubleshootingFollow basic proceduresIndependently diagnoses and resolves issues.OS & Platform KnowledgeSupports Windows/macOS basicsSupports and configures multiple OS platformsMobile & Endpoint ManagementBasic support for mobile devicesMDM exposure, configures and supports endpointsAV/VC SystemsPerforms room checks, reports issuesTroubleshoots AV problems and supports meetingsNetworking FundamentalsUnderstands connectivity basicsDiagnoses common network-related issuesImaging & DeploymentAssists with imagingPerforms full device imaging and deploymentsInventory & Asset ManagementTags and tracks equipmentManages and reconciles inventory independentlyITSM & Ticket ManagementUpdates and closes ticketsOwns 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 hardwareMobility & 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 periodsWork Environment:* Work performed primarily in office, data center, and/or AV-equipped conference rooms* Exposure to electric components, server noise, and climate-controlled spacesOnsite 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)**Salary Range**$17.36 - $27.40 USD (Hourly)* *Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.** *Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.*