Astreya · 1 week ago
IT Field Technician / IT Support / IT Helpdesk
Atlanta, GA
Full-time
Hybrid
Entry Level
$20/hr - $20.77/hr
1+ years expAstreya is a company focused on providing exceptional IT support services. The Field Service Technician will be responsible for delivering high-quality user support, managing inventory and assets, diagnosing hardware issues, and ensuring customer satisfaction in a fast-paced environment.
ConsultingInformation TechnologyRecruiting
Hiring Manager
Joshua David
Responsibilities
Provide end-to-end onsite and remote user support, ensuring high-quality solutions and user experiences
Manage inventory, assets, and e-recycling, utilizing data management software for accuracy and workflow efficiency
Diagnose hardware issues, support AV equipment, and collaborate across teams to ensure smooth operations and customer satisfaction
User Support: Provide end-to-end onsite and remote user support on service requests raised by clients. Use logic and reasoning to identify alternative solutions, conclusions, or approaches to solving problems and delivering the best possible solutions resulting in a high quality user experience
Inventory & Asset Management: Handle inventory and asset management and e-recycling. Utilize Inventory Data management software to maintain inventory accuracy and workflow. Deploy and recover assets and accessories. Assist in Workstation dressing and other asset management racks and locations
Hardware Support & Management: Diagnose and resolve hardware issues. Support product lifecycle management activities, tracking and managing inventory, e-recycling of hardware
Room & Audio Equipment Support : Support a complex and fast paced environment focused on video conference rooms and ensure audio and visual quality, troubleshooting any issues and requests that may arise. Participate in installing AV equipment and displays
Ticket Management: Ensure assigned request tickets for support are prioritized and completed in a timely manner. Handle tasks related to order tracking, hardware deployment, and user setup, which may be tracked through ticketing systems. Use the defined ITSM System to properly manage your work related to defined service activities
Issues Escalation : Effectively document and escalate issues which cannot be resolved within the Service Level Agreements (SLAs). Proactively communicate to your supervisor when you encounter errors in documented support procedures. Adhere to incident management, problem management, change management, and knowledge management best practices
Collaboration: Participate in cross team/site collaboration used to share service knowledge,isolate potential problems and ensure the consistent delivery of defined service activities. Collaborate within the broader IT customer experience team, as well as extended IT organization to ensure the highest level of customer support and experience
Customer Experience: Ensure positive user experience and customer satisfaction through smooth working operations and effective work management. Enable the success of your peers and teammates
Complete other duties as assigned
Qualification
Required
High school diploma or general education degree (GED) and 1 to 2 years' related experience and/or training in IT Services; or equivalent combination of education and experience
Strong knowledge in policies and procedures related to requested support activities
Capable of understanding customer needs and providing a high level of interaction, ensuring customer satisfaction
Proactive in mastering all aspects of service delivery processes, communication, and the quality of your work
Facilitate and promote a team culture which encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the service program
Provide general IT support within a high volume and fast-paced technology environment
Possess the ability to assist with a variety of basic technical issues, including but not limited to applications, hardware, mobile technologies
Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals, Hardware Level troubleshooting, Hardware Installation, Upgrades
Knowledge of basic functionality and use of various mobile devices (iOS, Android, etc.)
Knowledge of hardware (desktop/laptop) deployment methods using image deployment tools
Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients
Time Management: Must possess strong time management skills to prioritize tasks effectively, meet deadlines, and deliver exceptional customer support
This role requires weights of 50lbs/22kg to be regularly lifted
Strong Communication Skills, Written and Verbal English required
This is an office based role, it requires the successful candidate to be on site during working hours
Must conduct work activities in accordance with all applicable Environmental, Health & Safety regulations and rules. Additionally, will follow all Astreya's Health & Safety Program, Code of Conduct, and client Health & Safety rules at all times
Preferred
Active listening and detail oriented to perform and document your work
Enjoy working with collaborative individuals and understand that you are in a customer-facing support role
Strive to deliver a high quality user support experience
Excellent written and verbal communications are second to none
Self-motivated and the ability to execute tasks and handle time sensitive situations
Commitment to excellence
Benefits
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
Company
Astreya
Astreya is an information technology (IT) services company, provides IT talent outsourcing and infrastructure services to enterprises.
1001-5000 employees
H1B Sponsorship
Astreya has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (7)
2022 (8)
2020 (3)
Funding
Current Stage
Late StageLeadership Team
Romil Bahl
Chief Executive Officer
Edward Betancourt
Chief Technology Officer
Recent News
2025-04-24
2025-03-20
Company data provided by crunchbase