Field Support Technician at Astra

Ann Arbor, Michigan, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, Field ServicesIndustries

Requirements

High School Diploma or GED (all levels)
Enrollment in IT-related coursework or vocational training (Level I preferred)
CompTIA A+, Google IT Support Certificate, or similar entry-level credential (Level I preferred)
Associate’s degree in Information Technology, Computer Science, or related field (Level II preferred)
Prior experience working independently or at a single-technician site (Level II preferred)

Responsibilities

Respond to IT service tickets using documented procedures and supervision (Level I)
Assist with workstation setups and peripheral connections (Level I)
Perform basic AV checks and room readiness tasks (Level I)
Support imaging and deployments under direction (Level I)
Maintain accurate ticket documentation in ITSM tools (e.g., ServiceNow) (Level I)
Follow proper inventory handling, tagging, and tracking (Level I)
Escalate unresolved issues appropriately (Level I)
Adhere to safety protocols and client-specific guidelines (Level I)
Independently manage onsite IT support at single-person or lead-assigned locations (Level II)
Serve as the primary contact for end-user technical needs (Level II)
Own AV/conference room setup, maintenance, and issue resolution (Level II)
Execute full lifecycle support: imaging, deployment, recovery, e-waste (Level II)
Oversee inventory reconciliation and tool usage (Level II)
Prioritize and resolve tickets aligned to SLA targets (Level II)
Identify recurring issues and suggest process improvements (Level II)
Provide informal mentorship and support to visiting or junior technicians (Level II)
Uphold Astreya’s quality and service standards through professional communication and client interaction (Level II)
Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices (all levels)
Troubleshoot and resolve common hardware and software issues (all levels)
Deliver a high-quality, customer-focused service experience in a timely manner (all levels)
Receive, document, and close support requests in ITSM tools (e.g., ServiceNow) (all levels)
Prioritize tickets based on urgency and impact (all levels)
Escalate complex or unresolved issues following defined protocols (all levels)
Assist with or independently perform workstation deployments, device imaging, and equipment setup (all levels)
Support device recovery, re-imaging, and e-waste processes according to lifecycle guidelines (all levels)
Ensure accurate labeling, tagging, and asset tracking for all deployed equipment (all levels)
Maintain and reconcile inventory of IT equipment and accessories at assigned site (all levels)
Use asset tracking systems to manage device records, check-ins/outs, and stock levels (all levels)
Participate in regular audits and support logistics for shipping/receiving hardware (all levels)
Perform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras) (all levels)
Set up and tear down conference room tech for meetings or events (all levels)
Support room readiness, monitor usage, and report or resolve AV issues (all levels)
Follow documented processes and standard operating procedures (SOPs) for all support tasks (all levels)
Maintain clear and concise documentation for resolutions, escalations, and asset updates (all levels)
Adhere to Astreya and client-specific protocols, including change and incident management (all levels)
Serve as a visible, approachable point of contact for IT-related issues at the site (all levels)
Communicate effectively with users to understand issues and set clear service expectations (all levels)
Represent Astreya’s service commitment with professionalism and courtesy (all levels)
Act as the lead or sole technician on-site and coordinate with remote teams or vendors (Level II)
Provide informal mentorship to junior techs or new team members visiting the site (Level II)
Share site-specific insights or recurring issue trends to help improve service delivery (Level II)

Skills

Key technologies and capabilities for this role

ITSMServiceNowhardware troubleshootingsoftware troubleshootingdevice imagingworkstation deploymentAV setupinventory managementticket managementend-user support

Questions & Answers

Common questions about this position

What are the main responsibilities for a Field Support Technician?

Responsibilities include providing onsite and remote technical support for end users, troubleshooting hardware and software issues, managing tickets in ITSM tools like ServiceNow, handling hardware deployments and inventory, and supporting AV and conference room setups.

Is this a remote position or does it require onsite work?

The role requires onsite work at assigned locations, including managing single-person sites and serving as the primary contact for end-user technical needs, though some remote technical support is also provided.

What skills or experience are needed for higher levels like Technician II?

For Technician II, skills include independently managing onsite IT support, owning AV setups, executing full lifecycle support like imaging and e-waste, overseeing inventory, prioritizing tickets to SLA targets, and providing informal mentorship.

What is the company culture or service standards emphasized?

The company emphasizes high-quality, customer-focused service, professional communication, upholding quality and service standards, and delivering a visible, approachable point of contact for clients.

What makes a strong candidate for this Field Support Technician role?

Strong candidates can independently handle onsite support, follow SOPs, use ITSM tools like ServiceNow, manage inventory and AV setups, prioritize tickets to meet SLAs, and provide mentorship while delivering customer-focused service.

Astra

Provides launch services for small satellites

About Astra

Astra provides launch services specifically for small satellites, catering to commercial businesses, government agencies, and research institutions that need reliable access to space. The company operates small, agile rockets designed to transport these satellites into low Earth orbit (LEO). Astra's approach focuses on making space more accessible by reducing the costs and complexities associated with satellite launches, which allows a wider range of customers to utilize their services. Unlike many competitors, Astra emphasizes efficiency and cost-effectiveness in its operations, aiming to meet the growing demand for satellite-based services such as Earth observation and telecommunications. The company's goal is to facilitate more frequent and affordable satellite launches, thereby expanding opportunities for various applications in the space industry.

Alameda, CaliforniaHeadquarters

2016Year Founded

$291.8MTotal Funding

IPOCompany Stage

AerospaceIndustries

201-500Employees

Benefits

Competitive Medical (HMO & PPO)/Dental/Vision plans

Company paid Short Term Disability and Long Term Disability plans

401K with company match

Flexible Spending Account

Commuter benefits

Caregiving support benefits

Company perks, like PetPlan, curated gym/travel/products discounts

Free lunch

Company events

Risks

Going private may limit Astra's access to public capital markets.

Astra faces financial instability due to liquidity crunch and high cost of capital.

Intensifying competition in the small satellite launch market could impact Astra's market share.

Differentiation

Astra offers cost-effective launch services for small satellite payloads.

The company focuses on agile rockets for frequent access to space.

Astra provides online reservations for payload deliveries to various orbits.

Upsides

Growing demand for small satellite constellations aligns with Astra's business model.

U.S. government investment in space technology presents contract opportunities for Astra.

Astra's reusable rocket technology could lead to significant cost reductions.

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