Service Desk Specialist

Astreya; Cupertino (CA); On-site; USD 48,000 - 60,000; Full time

Job summary

Astreya is seeking a Service Desk Specialist I to support one of its key clients in Cupertino, CA. You will troubleshoot desktop hardware and software while delivering strong customer service to end-users.

You will learn quickly and apply company policies and procedures in a fast-paced IT environment. Responsibilities include imaging, updating, and resolving issues, maintaining inventory, and managing tickets through the defined system.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Excellent written and oral communication skills.
• Knowledgeable about hardware, software, and network troubleshooting.
• Ability to work independently with minimal supervision.
• Strong interpersonal and customer service skills.
• Ability to identify issues and escalate as needed.
• 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 escal 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"],
• CoT_job_summary_short
• COMPANY NAME: AstreyaKEY POINTS: Desktop/hardware troubleshooting, end-user support, ticketing and escalation
• job_summary_short
• <p>Astreya is seeking a Service Desk Specialist I to support one of its key clients in Cupertino, CA. You will troubleshoot desktop hardware and software while delivering strong customer service to end-users. You will learn quickly and apply company policies and procedures in a fast-paced IT environment.</p><p>Responsibilities include imaging, updating, and resolving issues, maintaining inventory, and managing tickets through the defined system. You will communicate with users, escalate when needed, and ensure proper sign-off on resolved tickets.</p>
• contract_type
• fulltime
• location_type
• on site
• remote_scope
• null
• perks
• []
• stated_min
• null
• stated_max
• null
• stated_absolute
• null
• salary_estimation_cot
• estimated_low
• 48000
• estimated_medium
• 54000
• estimated_high
• 60000
• currency
• USD
• frequency
• yearly
• bonus
• null
• tax
• gross
• application_email
• null
• job_end_date
• null
• contact_person
• null
• hiring_department_name
• null

Skills

Customer service

Communication skills

Problem solving

Team player

Independent work

Hardware troubleshooting

Software troubleshooting

Network troubleshooting

Ticketing experience

Education

Bachelor’s degree (B.S./B.A.) from four-year college or university

Job description

The Service Desk Specialist I 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:

• Applies company policies and procedures to resolve routine issues
• Works on problems of limited scope
• Receives detailed instructions

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.
• 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 escal 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

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
• Builds stable working relationships internally
• Follows standard practice and procedures when analyzing situations or data
• Ability to work independently with minimal supervision
• Excellent coordination skills and a team player
• Ability to identify issues and escal 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

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