Service Desk Specialist III - Onsite Tech Hub

Astreya China; Chicago (IL); Presencial; USD 41.000 - 69.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

401k plan

Paid time off

Tuition reimbursement

Wellness programs

Descripción de la vacante

Astreya is seeking a Service Desk Specialist III to join the downtown Tech Hub, providing on-site end-user support for desktop hardware and software. You will troubleshoot, resolve issues, and deliver excellent customer service while following policies.

Responsibilities include imaging devices, maintaining inventory, handling tickets, and collaborating with teams on IT projects. A bachelor's degree or 3–5 years of related experience is required, with strong communication and teamwork skills.

Formación

• Bachelor's degree or 3–5 years of related experience
• Good judgment in selecting methods to obtain solutions
• Ability to work independently with minimal supervision
• Excellent coordination and team player
• Strong communication skills
• Experience with hardware, software, and network troubleshooting
• Ability to resolve issues under pressure

Responsabilidades

• Follow ticketing procedures to image, update and resolve computer and software issues
• Maintain equipment inventory and process RMAs
• Maintain presence at service location and assist pickup/delivery
• Monitor and update tickets in ticketing system
• Respond to tickets and plan workload
• Escalate tickets to appropriate levels when needed
• Close tickets with follow-up to end user
• Provide routine hardware/software troubleshooting
• Other duties as required

Conocimientos

Hardware troubleshooting

Software troubleshooting

Customer service

End-user support

Communication

Team player

Independence

Ticketing system

Educación

Bachelor's degree

3-5 years experience

Descripción del empleo

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 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

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.

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

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 otherancillarybenefits required under state and federal law