Field Service Technician II: Onsite IT & AV Support Lead

Astreya; North Carolina; On-site; USD 26,000 - 42,000; Full time

Benefits offered by this job

Medical provided through UHC / Kaiser

Dental provided through UHC

Vision provided by UHC

Flexible Spending Account

Commuter Benefit/Parking & Transit

Tuition Reimbursement

Paid Time Off

Paid Holidays

Job summary

Astreya is seeking a Field Services Technician- II to provide end-to-end onsite and remote user support for multiple client sites. You will diagnose hardware issues, deploy assets, and support AV systems to ensure high-quality conference room experiences.

The role requires strong communication, timely ticket handling, and collaboration across IT teams. The position emphasizes customer satisfaction, process adherence, and team leadership at times, with a focus on delivering reliable service in a

Qualifications

• High school diploma or GED; 1–2 years in IT Services or equivalent experience.
• Strong knowledge of support policies and procedures.
• Capable of understanding customer needs and maintaining high interaction quality.
• Proactive in mastering service delivery processes and communication quality.
• Ability to foster team culture and cross-collaboration in the service program.
• General IT support in a fast-paced tech environment.
• Able to assist with basic technical issues across apps, hardware, and mobile tech.
• Strong knowledge of Windows 11, macOS, Linux, and hardware troubleshooting/installation.
• Knowledge of mobile devices (iOS/Android).
• Experience with image deployment tools.
• Ability to diagnose, prioritize tasks, and set service expectations with clients.
• Excellent time management and ability to handle multiple priorities.

Responsibilities

• Provide end-to-end onsite and remote user support for service requests.
• Deploy and recover assets and accessories; assist in workstation dressing.
• Diagnose and resolve hardware issues; support product lifecycle management.
• Install and troubleshoot AV equipment and conference room displays.
• Manage tickets and prioritize requests in the ITSM system.
• Escalate issues per SLAs and follow ITSM/incident management practices.
• Oversee service delivery across client sites and monitor KPIs.
• Lead and mentor team members; provide technical guidance.
• Ensure positive user experience and customer satisfaction.
• Perform other duties as assigned.

Skills

IT Services experience

Policy knowledge

Customer focus

Proactive attitude

Team leadership

IT support

Technical issues basics

OS knowledge

Mobile devices

Imaging deployment

Diagnostics & prioritization

Time management

Multitasking

Education

High school diploma or GED

Tools

Image deployment tools

Job description

Astreya is seeking a Field Services Technician- II to provide end-to-end onsite and remote user support for multiple client sites. You will diagnose hardware issues, deploy assets, and support AV systems to ensure high-quality conference room experiences.

The role requires strong communication, timely ticket handling, and collaboration across IT teams. The position emphasizes customer satisfaction, process adherence, and team leadership at times, with a focus on delivering reliable service in a