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., 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