End-User IT Service Desk Specialist

Astreya; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Astreya invites applications for a Service Desk Specialist IV to support one of its key clients in the San Francisco area. The role focuses on troubleshooting desktop hardware and software, delivering outstanding customer service, and adhering to client policies and procedures.

You will follow standard OS and ticketing processes to image, update, and resolve issues for new and existing employees, while maintaining equipment inventory and processing RMAs.

Qualifications

• Bachelor’s degree (B.S/B.A) and 2–5 years of related IT experience, or equivalent.
• Strong written and verbal communication skills.
• Ability to work independently with minimal supervision.
• Knowledgeable about hardware, software, and network troubleshooting.

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 elevate 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

Skills

IT support

Customer service

Communication skills

Team player

Education

Bachelor’s degree in related field

Job description

Astreya invites applications for a Service Desk Specialist IV to support one of its key clients in the San Francisco area. The role focuses on troubleshooting desktop hardware and software, delivering outstanding customer service, and adhering to client policies and procedures.

You will follow standard OS and ticketing processes to image, update, and resolve issues for new and existing employees, while maintaining equipment inventory and processing RMAs.