Service Desk Specialist II

What this Job Entails:

The Service Desk Specialist II will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.

Scope: Applies company policies and procedures to resolve a variety of issues

Works on problems of moderate scope

Receives general instructions on routine work and detailed instructions on new projects

Your Roles and Responsibilities: Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.

Maintain equipment inventory, including processing RMAs and ordering new equipment.

Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.

Participates in monitoring, updating and maintaining tickets in a defined ticketing system.

Responds to tickets, contacts users and plans workload.

Update, track and escalate the ticket to appropriate levels/group for resolution as required.

Sign off on closed tickets with the user to include follow up specifically to the end user.

Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.

Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.

Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills: Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience

Builds productive internal and external working relationships

Exercises judgment within defined procedures and practices to determine appropriate action

Ability to work independently with minimal supervision

Excellent coordination skills and a team player

Ability to identify issues and escalate as needed

Excellent written and oral communication skills

Strong interpersonal and customer service skills

Knowledgeable about hardware, software, and network troubleshooting

Understanding of software application use and installation

Ability to resolve technical issues under pressure

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

$27.24 - $45.40 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