IT Technician / Desktop Support / IT SupportAstreya • Ann Arbor, MI, United States
IT Technician / Desktop Support / IT Support
Astreya • Ann Arbor, MI, United States
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]Uphold Astreya’s quality and service standards through professional communication and client interaction 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. 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. 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. 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. 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. 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. 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. 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 Must be able to regularly lift and carry up to 50 lbs (22 kg) Includes monitors, CPUs, AV equipment, and other IT hardware Frequent standing, walking, bending, kneeling, crouching, and reaching May require working in tight or awkward spaces (e.g., under desks, behind racks) 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) 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 performed primarily in office, data center, and / or AV-equipped conference rooms Exposure to electric components, server noise, and climate-controlled spaces 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) 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
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
Essential Duties and Responsibilities (All Levels) :
End-User Support
Ticket Management
Hardware Deployment & Recovery
Inventory & Asset Management
AV & Conference Room Support
Documentation & Process Compliance
Customer Service & Communication
Education and / or Work Experience Requirements :
Level I
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 :
Mobility & Posture :
Manual Dexterity :
Vision & Focus :
Work Environment :
Onsite Requirements :
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including :
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