Mac Support Specialist

Astreya; New York (NY); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Education Assistance

LinkedIn Learning

Internal mobility

Health benefits

Competitive compensation

Job summary

Astreya is seeking a Service Desk Specialist II to support one of its key clients in New York. You will troubleshoot desktop hardware and software issues while delivering excellent customer service to end users.

The role requires a Bachelor’s degree and 4–7 years of related experience, strong communication, and solid hardware/network troubleshooting skills. On-site work with opportunities for growth within Astreya.

Qualifications

• Bachelor’s degree (B.S/B.A) from four-college or university and 4 to 7 years’ related experience and/or training; or equivalent combination of education and experience.
• Demonstrates ability to build internal/external relationships and exercise judgment within procedures.
• Ability to work independently with minimal supervision and handle pressure.

Responsibilities

• Image, update and resolve computer and software issues for new and existing employees.
• Maintain equipment inventory and process RMAs.
• Provide routine hardware/software troubleshooting and end-user support.
• Engage in network access and VPN support for users.
• Maintain tickets in a ticketing system and escalate as needed.
• Sign off on closed tickets with follow-up to end-users.

Skills

Troubleshooting

Customer service

Communication

Team player

Independent worker

Interpersonal skills

Education

Bachelor’s degree

Tools

Ticketing system

Job description

The Service Desk Specialist II will support one of Astreya’s key clients. The role will be responsible for troubleshooting and fixing 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:

Applies company policies and procedures to resolve a variety of issues

Works on problems of moderate scope

Receives general instructions on routine work and detailed instructions on new projects

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.

Participates in monitoring, updating and maintaining tickets in a defined ticketing system.

Responds to tickets, contacts users and plans workload.

Update, track and escalade the ticket to appropriate levels/group for resolution as required.

Sign off on closed tickets with the user, including 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

Required Qualifications/Skills:

Bachelor’s degree (B.S/B.A) from four-college or university and 4 to 7 years’ related experience and/or training; or equivalent combination of education and experience

Builds productive internal and external working relationships

Exercises judgment within defined procedures and practices to determine appropriate action

Ability to work independently with minimal supervision

Excellent coordination skills and a team player

Ability to identify issues and escalated as needed

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

Preferred Qualifications:

Shows a willingness to learn, grow, and adapt in response to evolving business and technology requirements

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 LinkedIn Learning and other 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