IT Help Desk Specialist — End-User Support

Astreya; Cupertino (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Astreya is seeking a Service Desk Specialist I to support one of our key clients. You will troubleshoot desktop hardware and software issues while delivering excellent customer service to end users. The role emphasizes following established ticketing procedures and consistently applying company policies.

The position involves imaging and provisioning equipment, maintaining inventories, and collaborating with teammates to resolve issues efficiently in a fast-paced IT service environment.

Qualifications

• Bachelor’s degree and 0–2 years’ related experience and/or training; or equivalent combination of education and experience
• 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

Responsibilities

• Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
• Help 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.
• Helps to monitor, update and maintain tickets in a defined ticketing system.
• Assists with responding to tickets, contact users and plan 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.
• Help 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

Skills

Customer service

IT troubleshooting

Desktop support

VPN access

Team player

Communication skills

Problem-solving

Work independently

Education

Bachelor's degree

Tools

Ticketing system

Imaging hardware

RMAs processing

Remote access tools

Office software

Job description

Astreya is seeking a Service Desk Specialist I to support one of our key clients. You will troubleshoot desktop hardware and software issues while delivering excellent customer service to end users. The role emphasizes following established ticketing procedures and consistently applying company policies.

The position involves imaging and provisioning equipment, maintaining inventories, and collaborating with teammates to resolve issues efficiently in a fast-paced IT service environment.