Service Desk Specialist I

Astreya; Cupertino (CA); Sur place; USD 32 000 - 51 000; Plein temps

Avantages offerts par ce poste

Medical provided through UHC / Kaiser

Dental provided through UHC

Vision provided by UHC

Flexible Spending Account

Pre-Tax Commuter/ Parking & Transit

Continuing Education via Udemy andCour

Wellness programs

Paid Time Off

Paid Holidays

Résumé du poste

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 issues, delivering strong customer service to end users and applying policy-compliant procedures.

You will follow standard operating and ticketing procedures to image, update, and resolve issues for new and existing employees, while maintaining inventory and responding to tickets with timely follow-up.

Qualifications

• Bachelor9s degree (B.S/B.A) and 002 to 2 years9 related experience or equivalent.
• Strong written and oral communication skills.
• Ability to work independently with minimal supervision.

Responsabilités

• Follow SOPs and ticketing procedures to image, update and resolve computer/software issues for new and existing employees.
• Help maintain equipment inventory, including processing RMAs and ordering new equipment.
• Maintain presence at designated service locations and manage pickup/delivery of user computers.
• Monitor, update and maintain tickets in a defined ticketing system.
• Assist with responding to tickets, contact users and plan workload.
• Update, track and elevate tickets to appropriate levels/groups for resolution.
• Sign-off on closed tickets with the user and follow up accordingly.
• Provide routine software and hardware troubleshooting to resolve IT problems.
• Assist with access to corporate network/wireless and VPN applications.

Connaissances

Excellent written and oral comms

Strong interpersonal & customer

Independent worker

Team player

Hardware/software/network troublesho

Formation

Bachelor039s degree (B.S/B.A)

Description du poste

What this Job Entails:

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 elevate 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 elevate 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:

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

Salary Range

$23.49 - $37.10 USD (Hourly)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive b** enefits to all Regular, Full-Time Employees, **** including:**

• Medical provided throughUHC(PPO, HSA,Surestoptions) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided throughUHC
• Nationwide Vision provided byUHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g.Udemy and Coursera
• Corporate Wellness Programprovided by Goomi Group
• Employee Assistance Program
• Wellness Days
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or otherancillarybenefits required under state and federal law