Service Desk Specialist II — IT Support & End-User Help

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

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.