Inventory Technician II

Key Deliverables by Level

• 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 tickets aligned to SLA targets.
• Identify recurring issues and suggest process improvements.
• Provide informal 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):

• 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.

Level II Additional Responsibilities:

• At Level II, act as the lead or sole technician on-site and coordinate with remote teams or vendors.
• Provide informal mentorship to junior techs or new team members visiting the site.
• Share site-specific insights or recurring issue trends to help improve service delivery.

Education and/or Work Experience Requirements:

• Required: High School Diploma or GED.
• Preferred: Associate’s degree in Information Technology, Computer Science, or a related field.
• Prior experience working independently or at a single-technician site.

Certifications:

• CompTIA A+ and/or Network+.
• ITIL Foundation.
• AVIXA CTS (for AV specialization track).
• JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization).

Knowledge, Skills & Abilities (KSAs):

• 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:

• Strong verbal and written communication skills for working with end users.
• Excellent customer service orientation and active listening.
• Effective time management and ability to prioritize multiple tasks.
• Strong problem-solving and analytical thinking in fast-paced environments.
• Ability to collaborate with teammates and cross-functional teams.
• High level of professionalism, reliability, and accountability.
• Adaptability to changing technologies, priorities, and client environments.
• Self-motivated with the ability to take initiative and follow through.
• Ability to work independently, especially at single-technician sites (L2).
• Willingness to mentor peers or junior team members (at Level II).

Physical Requirements:

• Must be able to regularly lift and carry up to 50 lbs (22 kg).
• 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.
• Close vision required for reading device labels, part numbers, and screen details.
• Work performed primarily in office, data center, and/or AV-equipped conference rooms.
• This is a 100% onsite role; presence during working hours is mandatory.