Service Desk Specialist – Professional Services

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.

Scope: 

• 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.

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