Desktop Support Specialist

Astreya is a leading IT solutions provider committed to delivering technology-enabled services that drive digital transformation for some of the world's most exciting companies. With engineers in over 30 countries and 70 cities, we are a global team working with the most innovative organizations. Our delivery model ensures exceptional service by matching top talent with on-site teams to provide world-class IT support.

Job Description:

We are seeking an experienced Warehouse Desktop Support Technician to join our services team. This role will focus on providing break/fix support in warehouse and distribution center environments, including handling packing stations, sorting stations, barcode scanners, and other critical equipment such as AGV, AMR, AS/RS. The ideal candidate will be familiar with industry best practices and demonstrate a commitment to high-quality user support.

Responsibilities:

• Provide break/fix support for warehouse and distribution center equipment, including packing stations, sorting stations, barcode scanners and prior experience with AGVs, AMRs, and AS/RS equipment.
• Set up and configure MAC OS and PC systems.
• Utilize zero-touch deployment techniques for MACs and PCs.
• Manage imaging and reimaging of MAC laptops and Windows PCs.
• Perform backup and restoration of end-user data.
• Maintain accurate asset information in the ticketing system to ensure a reliable asset database.
• Refresh end-user devices according to scheduled timelines.
• Assist with inventory activities on a weekly and monthly basis.
• Document end-user issues accurately within Flexera.
• Create, modify, and maintain processes and policies for MACs.
• Provide occasional level 1 technology support and ensure a high-quality user experience.
• Prioritize and complete assigned support requests in a timely manner.
• Document and escalate issues that cannot be resolved within SLA.
• Proactively communicate errors or improvements needed in documented support procedures.
• Track IT assets and adhere to inventory management guidelines for desktops, laptops, tablets, and other peripherals.
• Follow best practices for incident management, problem management, change management, and knowledge management.
• Perform other duties as assigned.

Required Skills:

• Detail-oriented with strong listening skills and precise documentation.
• Direct knowledge using the following tools: JAMF, Intune, Workspace One, and SCCM
• Collaborative team player with a focus on delivering high-quality user support.
• Ability to educate customers on policies and procedures when needed.
• Adaptability in customer interactions based on their preferences.
• Proactive in mastering service delivery processes and quality of work.
• Promote a team culture of ownership, trust, respect, and cross-collaboration.

Qualifications:

• 3-5+ years of experience providing general IT support in a high-volume technology environment.
• Proficiency in troubleshooting applications, hardware, and mobile technologies.
• Patience and empathy towards customer issues and concerns.
• Excellent written and verbal communication skills.
• Experience with Microsoft Windows 11, Mac OS X, and Linux fundamentals.
• Knowledge of hardware troubleshooting, installation, and upgrades.
• Familiarity with mobile devices (iOS, Android) and image deployment tools.
• Ability to quickly diagnose, prioritize, and manage competing deadlines.
• Self-motivated with strong time management skills.

Desired

Qualifications:

• CompTIA A+ Certification.
• Experience with ITSM platforms such as Snipe, Asset Panda, Remedy, Flexera, Service Now
• Windows 11 Certification (MS 680 &/or 53301).
• Apple Certified Support Professional (ACSP) Certification.