Service Desk Specialist II

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. It requires an eager learner who applies company and client policies and procedures.

• 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 for employees to pick up or deliver the user’s computer.
• Participate in monitoring, updating and maintaining tickets in a defined ticketing system.
• Respond to tickets, contact users and plan workload.
• Update, track and elevate tickets to appropriate levels or groups 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 and over VPN.
• Other duties as required.

• Bachelor’s degree (B.S./B.A.) from a four‑college or university and 2 to 5 years’ related experience and/or training, or an equivalent combination of education and experience.
• Builds productive internal and external working relationships.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Can work independently with minimal supervision.
• Excellent coordination skills and a team player.
• Can identify issues and appropriately elevate them 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.

Must perform office‑related tasks that may include prolonged sitting or standing; move from place to place within an office environment; use a computer; communicate effectively; and occasionally perform repetitive motions of wrists, hands or fingers.

$27.24 – $45.40 USD (Hourly). This is base pay only (gross); does not include bonuses, benefits‑related payments or other incentives.

• Medical through UHC (PPO, HSA, Surest options) or Kaiser (HMO option only for California employees)
• Dental through UHC Nationwide
• Vision through UHC
• Flexible Spending Account for Health & Dependent Care
• Pre‑Tax Account for Commuter Benefit/Parking & Transit (location‑specific)
• Continuing Education and Professional Development via Udemy, Coursera and other integrated platforms
• Corporate Wellness Program via Goomi Group Employee Assistance Program
• Wellness Days
• 401(k) 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
• Other statutory leaves, paid time, or ancillary benefits per state and federal law.