IT Service Desk Pro — Proactive User Support

Astreya; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Astreya is seeking a Service Desk Specialist to support one of its key clients in a dynamic IT environment. You will image, update, and resolve computer issues, manage inventory, and ensure timely ticket resolution across on-site locations.

Ideal candidates have a Bachelor's degree with 2–5 years of related experience, strong communication, and ability to work under pressure while following defined procedures. VPN access and network applications support are part of the role.

Qualifications

• 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
• Excellent written and oral communication skills
• 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 escalation 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.

Skills

Customer service

Communication

Teamwork

Problem solving

Independent work

Network troubleshooting

Hardware troubleshooting

Software troubleshooting

Time management

Education

Bachelor's degree

Tools

Ticketing system

Remote support tools

Job description

Astreya is seeking a Service Desk Specialist to support one of its key clients in a dynamic IT environment. You will image, update, and resolve computer issues, manage inventory, and ensure timely ticket resolution across on-site locations.

Ideal candidates have a Bachelor's degree with 2–5 years of related experience, strong communication, and ability to work under pressure while following defined procedures. VPN access and network applications support are part of the role.