Service Desk Specialist III - Onsite Tech Hub

Astreya Consultancy India; Chicago (IL); On-site; USD 41,000 - 69,000; Full time

Benefits offered by this job

Medical benefits through UHC / Kaiser

Dental benefits

Vision benefits

FSAs & Pre-Tax commuter benefits

Tuition reimbursement

401k

Life Insurance

Disability Insurance

Paid Time Off

Paid Holidays

Leaves as required by law

Job summary

Astreya Consultancy India is seeking a Service Desk Specialist III to support one of Astreya's key clients at their downtown office Tech Hub. You will troubleshoot desktop hardware and software issues and deliver excellent customer service to end users while learning and applying company policies and procedures.

You will work onsite with end users to resolve a wide range of desktop support issues, assist on IT projects, and maintain equipment inventory.

Qualifications

• Bachelor's degree or equivalent experience (3–5 years) or combination.
• Strong judgment in methods and solutions.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication; strong customer service.

Responsibilities

• Image, update and resolve computer and software issues for new and existing employees.
• Maintain equipment inventory and process RMAs / replacements.
• Be physically present at service locations and manage pick-up/delivery of devices.
• Update and track tickets in the ticketing system; escalate as needed.
• Sign off on closed tickets with users and perform follow-ups.

Skills

Independent work

Customer service

Communication

Team player

Troubleshooting hardware

Troubleshooting software

Troubleshooting network

Problem solving

Under pressure

Education

Bachelor's degree or equivalent

Job description

What this Job Entails

The Service Desk Specialist III will support one of Astreya's key clients at their downtown office's Tech Hub, a designated IT support area for 'walk-up' end user support. 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

• Working onsite and directly with end users to resolve a wide range of desktop support issues
• Provide prompt and friendly support to end users
• May be asked to work on various IT projects outside of the Tech Hub

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.
• Monitoring, updating and maintaining tickets in a defined ticketing system.
• Responds to tickets, contacts users and plans workload.
• Update, track and elevate 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.
• 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), and/or 3 - 5 years' of related experience or equivalent combination of education and experience
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• 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
• Experience with hardware, software, and network troubleshooting
• Experience with software application use and installationAbility 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

Salary Range

$30.12 - $50.19 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.

Benefits

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC
• Nationwide Vision provided by UHC
• 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 Program provided by Goomi Group
• Employee Assistance Program
• Wellness Days
• 401k Plan
• 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 other ancillary benefits required under state and federal law