IT Technician / Desktop Support / IT Support
3 days ago
Ann Arbor
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 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. 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 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) Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including: • Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only, • Dental provided through Cigna (DPPO & DHMO options), • Nationwide Vision provided through VSP, • 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, • Employee Assistance Program, • Wellness Days, • 401k Plan, • Basic Life, Accidental Life, 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 fringe benefits required under state and federal law