Technical:

Knowledge of Windows 10/11, macOS, and basic Linux environments
Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals
Familiarity with mobile device platforms (iOS, Android) and basic MDM concepts
Understanding of AV/VC systems (Zoom, Meet, Webex) and conference room technology
Basic knowledge of networking concepts (IP, DNS, DHCP, connectivity troubleshooting)
Proficiency with ITSM/ticketing platforms (e.g., ServiceNow, Jira)
Ability to image and deploy devices using tools like SCCM, JAMF, or MDT
Experience with inventory and asset tracking tools for lifecycle management
Awareness of IT security best practices and safe handling of equipment
Ability to follow standard operating procedures (SOPs) and technical documentation

Soft Skills:

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

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

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