It helpdesk l1

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., Service Now)
- 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
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