Service Desk Specialist II

Astreya; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Astreya is seeking a Service Desk Specialist II to support a key client by troubleshooting desktop hardware and software issues and delivering excellent end-user service. The role requires an eager learner who follows policy and procedure to resolve problems and maintain equipment inventory.

The position emphasizes ticketing, user communication, and coordinating with the team to resolve issues efficiently, with opportunities to grow technical and customer service skills.

Qualifications

• Bachelor’s degree from college or university and 2–5 years’ related experience, or equivalent combination of education and experience.
• Strong written and verbal communication skills.
• Knowledgeable about hardware, software, and network troubleshooting.
• Ability to build productive internal and external relationships.
• Ability to work independently with minimal supervision.

Responsibilities

• Follow standard operating and ticketing procedures to image, update and resolve computer and software issues.
• Maintain equipment inventory and process RMAs.
• Provide routine hardware and software troubleshooting support to employees.
• Support access to corporate network/wireless and VPN.
• Respond to tickets and coordinate with users to plan workload.
• Close tickets with user follow-up and escalate as needed.

Skills

Customer service

Communication

Team player

Independent work

Issue identification

Hardware troubleshooting

Software troubleshooting

Education

Bachelor’s degree (B.S./B.A.)

Job description

What this Job Entails:

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 escape 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 escalation 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