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. 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 escalate 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 escalate 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
***
* Preferred Qualifications:

******** 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**$27.24 - $45.40 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 through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
* Dental provided through Cigna (DPPO & DHMO options)
* Nationwide Vision provided through VSP
* 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
* Employee Assistance Program
* Wellness Days
* 401k Plan
* Basic Life, Accidental Life, 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 fringe benefits required under state and federal law
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