Mobile Support - VC Backup

Astreya Partners, LLC; High Point (NC); On-site; USD 99,000 - 134,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k plan

Paid time off

Job summary

Astreya Partners, LLC is hiring an onsite IT support technician to provide hands-on break/fix and deployment support for laptops, rugged factory devices, printers, handheld scanners, and conference room A/V systems. You will manage incidents via ITSM and contribute to knowledge base creation.

Responsibilities include monitoring queues, performing RCA for major incidents, and leveraging SCCM, IT Shop, and Nexthink for endpoint visibility.

Qualifications

• Experience providing hands-on IT support in office and factory environments.
• Ability to troubleshoot Windows and basic networking issues to restore services.
• Familiarity with ITSM processes and incident management.

Responsibilities

• Provide hands-on onsite support for laptops/desktops, rugged factory devices, printers, handheld scanners, and conference room A/V systems.
• Monitor ticket queues and assign tickets through ITSM tools.
• Perform incident management, root-cause analysis, and drive issue prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Utilize SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
• Apply Windows troubleshooting and basic network diagnostics to restore services quickly.

Skills

Windows troubleshooting

Networking basics

Onsite support

Incident management

End-user support

Tools

SCCM

IT Shop

Nexthink

ITSM tools

Job description

We are seeking video conferencing support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly

Key Responsibilities

• Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
• Monitor ticket queues and assign tickets through ITSM tools;
• Perform incident management, RCA for major incidents, and drive issue prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.

Salary Range $98,560.00 - $134,400.00 USD (Salary) 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.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through UHC (PPO, HSA, Surest options)
• Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC Nationwide
• Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program Wellness Days
• 401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

We’re so glad you’re here.

Astrea is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms.

Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth.

At Astreya, transparency, accountability, and trust guide how we work with each other and our customers.

We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact.

Join us to build solutions that matter and shape the future of IT together.

Onwards and upwards!