Service Desk Specialist

Astreya; San Francisco (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Astreya is seeking a Service Desk Specialist II to troubleshoot desktop hardware and software issues while delivering excellent customer service to end-users. You will learn and apply client policies and company procedures in a fast-paced environment.

You will image devices, manage tickets, maintain inventory, and provide VPN/network access support. Strong communication and independent work skills are essential for success.

Qualifications

• Bachelor’s degree with 2–5 years of related IT support experience.
• Strong written and verbal communication skills.
• Ability to work independently with minimal supervision.
• Knowledgeable about hardware, software, and network troubleshooting.

Responsibilities

• Image, update and resolve computer and software issues for employees.
• Maintain equipment inventory and process RMAs.
• Maintain presence at designated service locations for device pickup/delivery.
• Participate in monitoring, updating and maintaining tickets in a ticketing system.
• Respond to tickets, contact users and plan workload.
• Update, track and escalate tickets as required.
• Sign off on closed tickets with the end user.
• Provide routine hardware and software troubleshooting to resolve IT problems.
• Support access to corporate network, wireless and VPN.

Skills

Customer service

Communication

Team player

Problem solving

Hardware troubleshooting

Software troubleshooting

Networking basics

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 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 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 escalate 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

Required Qualifications/Skills:

• 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
• 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 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