Key Deliverables by Level

Deliverable
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
Field Services Technician II(Lead Single Man Sites)
Independently manage onsite IT support at single-person or lead-assigned locations
Serve as the primary contact for end-user technical needs
Own AV/conference room setup, maintenance, and issue resolution
Execute full lifecycle support: imaging, deployment, recovery, e-waste
Oversee inventory reconciliation and tool usage
Prioritize and resolve...