Service Desk Specialist

The Service Desk Specialist I will support one of Astreya’s key clients. The role will be responsible for troubleshooting and fixing 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 into practice in-line with company and client policies and procedures.

• Applies company policies and procedures to resolve routine issues
• Works on problems of limited scope
• Receives detailed instructions

• Follow standard operating, ticketing procedures, and work instructions to image, update, and resolve computer and software application issues for new and existing employees.
• Help maintain equipment inventory, including processing RMAs and ordering new equipment.
• Maintain physical presence at designated service locations and times for employees to pick up the user's computer or deliver it to the end-user.
• Helps to monitor, update, and maintain tickets in a defined ticketing system.
• Assists with responding to tickets, contacting users, and planning workload.
• Update, track, and elevate the ticket to the 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.
• Help support 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

• Bachelor’s degree (B.S/B.A) from four-college or university and 1 – 3 years’ related experience and/or training; or equivalent combination of education and experience
• Builds stable working relationships internally
• Follows standard practice and procedures when analyzing situations or data
• Ability to work independently with minimal supervision
• Excellent coordination skills and a team player
• Ability to identify issues and accelerate 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

• Experience in the financial services industry
• Experience with Service Now and Office
  365

• Ability to lift and carry 50 pounds or more of equipment safely, multiple times per day.
• 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

$22.24 - $32 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 on and be contingent on objective, documented work‑related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

• 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
• 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
• 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