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IT Helpdesk / IT Technician / IT Support
IT Helpdesk / IT Technician / IT SupportAstreya • New Albany, OH, United States
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IT Helpdesk / IT Technician / IT Support

IT Helpdesk / IT Technician / IT Support

Astreya • New Albany, OH, United States
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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

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.

    • 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
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