IT Support Specialist II

What this Job Entails: The IT Support Analysts will help in resolving a variety of technical problems. As a member of our IT team you will be responsible for keeping our client's employees productive and secure by providing world class technology support.

Scope: Works on assignments that are moderately difficult, requiring judgment in resolving issues

Requires some instruction on new assignments and infrequent checks on daily work

Your Roles and Responsibilities: Install, upgrade, and support all company desktops/laptops, printers, and other end-user tech in a primarily Apple environment.

Provide remote IT support to all employees for a wide range of operational tasks, including password resets, access requests, and application support, via Slack, Jira, or email.

Provide in-person IT support at our client's New York City location.

Troubleshoot network connectivity in a LAN/WAN environment and configure end-user devices.

Assist with the setup, maintenance, and troubleshooting of Zoom rooms to ensure stability during meetings and presentations.

Configure and manage AV and video conference technology such as Zoom, Chrome Signage, and Envoy, including setup for company all-hands meetings.

Onboard and train new employees on IT applications and security practices.

Set up, track, and manage all assigned issues in Jira Service Desk.

Administer cloud services such as G Suite, Slack, Okta, Duo Security, Jira, Office365, and others.

Manage and troubleshoot the VOIP telephone system.

Maintain a well-organized inventory and storage system for all IT hardware and software assets.

Ensure all client machines meet security protocol standards.

Respond to and resolve user-reported issues in a timely and efficient manner.

Troubleshoot and resolve basic networking and connectivity issues.

Escalate complex technical problems to higher-level support teams as necessary.

Contribute to the creation and maintenance of IT documentation and knowledge base articles.

Stay up-to-date with the latest technology trends and best practices to provide excellent service.

Required Qualifications/Skills: Associate's degree (A.A) or equivalent from two-year college or technical school and 3 to 5 years’ related experience and/or training; or equivalent combination of education and experience

G-suite Administration experience

Simple MDM Experience

Experience supporting Slack

Experience supporting and using Okta in an enterprise environment

Experience supporting Zoom + Zoom/conference rooms

Atlassian (JIRA/Confluence) experience

Experience with documentation of repeatable processes

Familiarity with desktop and server operating systems

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

Ability to conduct research into a wide range of computing issues as required

Ability to present ideas in a user-friendly manner

Analytical and problem solving abilities

Exceptional customer service orientation

Preferred Qualifications

• Salesforce administration experience

• Knowledge of various operating systems and databases

• Knowledge of various programming languages

• Physical Demand & Work Environment: Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Salary Range

$19.22 - $30.35 USD (Hourly) Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including: Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only

Dental provided through UHC

Nationwide Vision provided by UHC

Flexible Spending Account for Health & Dependent Care

Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

Corporate Wellness Program provided by Goomi Group

Employee Assistance Program

Wellness Days 401k Plan

Basic and Supplemental Life Insurance

Short Term & Long Term Disability

Critical Illness, Critical Hospital, and Voluntary Accident Insurance

Tuition Reimbursement (available 6 months after start date, capped)

Paid Time Off (accrued and prorated, maximum of 120 hours annually)

Paid Holidays

Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law