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IT Technician / Desktop Support / IT Support
IT Technician / Desktop Support / IT SupportAstreya • Ann Arbor, MI, United States
IT Technician / Desktop Support / IT Support

IT Technician / Desktop Support / IT Support

Astreya • Ann Arbor, MI, United States
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  • [job_card.full_time]
[job_card.job_description]

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
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