Service Desk Specialist – Professional Services

Remote from
Job type
Full Time,
Opening date
Closing date
12 Nov 2022

About Astreya

IT services that put people at the center of your business

The Service Desk Specialist III 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.


  • Resolves a wide range of issues in creative ways
  • Seasoned, experienced professional with a full understanding of their speciality
  • Works on problems of a diverse scope
  • Receives little instruction on day to day work, general instruction on new assignments

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.
  • 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.
  • Support 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​​


Location:  Remote – US Based

COVID-19 Vaccination Requirement: In order to protect the health and safety of all onsite employees, proof of full vaccination is required.

*Please note: Astreya is unable to sponsor or transfer any kind of Visa at this time.

Resume must reflect the required experience/qualifications to be considered.

Required Qualifications/Skills:

  • Bachelor’s degree (B.S/B.A) from four-college or university
    • Or equivalent combination of education and experience
  • System Admin experience a plus
  • Minimum of 3 years of experience in enterprise IT support.
  • Experience installing, administering, and troubleshooting computers and laptops within an Active Directory domain environment.
  • 95% MAC support: – experience supporting Apple hardware, Mac OS X, IOS iPhones, and iPads.
  • Experience with Slack and Okta.
  • Experience working with ticketing systems – Jira a plus.
  • Experience troubleshooting Active Directory, TCP/IP networks, and standard PC and Mac applications/operating systems.
  • Strong diagnostic and troubleshooting skills to restore immediate use of systems.
  • Effectively communicate with end-users to identify issues and develop solutions.
  • polished and professional.
  • Can-do attitude, with the ability to find creative solutions where necessary & follow through on issues until a successful resolution is achieved.
  • Excellent verbal and written communication skills and the ability to be prompt and courteous.
  • Focused on client satisfaction and providing solutions.
  • Strong problem-solving skills.
  • Very attentive and detail-oriented.

Additional Information

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

What can Astreya offer you?

  • Employment in the fast-growing IT space providing you with a variety of career options
  • Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network
  • Introduction to new ways of working and awesome technologies
  • Career paths to help you establish where you want to go
  • Focus on internal promotion and internal mobility – we love to build teams from within
  • Free 24/7 accessible Professional Development through online courses to give you opportunities to upskill at your own pace
  • Education Assistance
  • Dedicated management to provide you with on point leadership and care
  • Numerous on the job perks
  • Market competitive compensation and insurance, health and wellness benefits

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What position is Astreya hiring for?

Astreya is hiring a remote Service Desk Specialist – Professional Services from

What type of employment does Astreya offer?

This is a Full Time role.