Job Description

The Service Desk Specialist III 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: 

• Resolves a wide range of issues in creative ways
• Seasoned, experienced professional with a full understanding of their specialty
• Works on problems of a diverse scope 
• Receives little instruction on day to day work, general instruction on new assignments

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 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.
• Support access to corporate network/wireless and applications both on the network as well as over VPN.
• Support with and own process improvement projects in collaboration with the client.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Qualifications

REQUIRED QUALIFICATIONS/SKILLS:

• Bachelor’s degree (B.S/B.A) from four-college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience
• Strong experience troubleshooting computer hardware and operating system problems (Apple/MAC and PC/Windows).
• Working knowledge of G Suite, specifically the administration side of G Suite, and supporting users in training as they adjust to the platform.
• Customer facing technical support experience in a corporate environment. 
• Networks with senior internal and external personnel in own area of expertise
• 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 escalate 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

PREFERRED QUALIFICATIONS: 

• MAC, Microsoft, or other certifications.
• Familiarity with computer networking protocol, Wireless network protocols, TCP/IP and IPSEC VPN configuration
• Work experience with Jira or a similar bug/issue tracker.
• Knowledge of Layer1 aspects of a data-center (Cabling, Racking, Labeling and Documentation).
• Experience managing modern SaaS applications such as G-Suite, Slack and Okta integrations using SAML.
• Working Experience with Distributed File Sharing (DFS).
• Experience with online provisioning tools for Microsoft Windows 10 is a big plus.

Additional Information

WHAT CAN ASTREYA OFFER YOU?

• Employment in the fast-growing IT space providing you with a variety of career options
• Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network
• Introduction to new ways of working and awesome technologies
• Career paths to help you establish where you want to go
• Focus on internal promotion and internal mobility - we love to build teams from within
• Free 24/7 accessible Professional Development through LinkedIn Learning and other online courses to give you opportunities to upskill at your own pace
• Education Assistance
• Dedicated management to provide you with on point leadership and care
• Numerous on the job perks
• Market competitive compensation and insurance, health and wellness benefits

Astreya Partners is an equal employment and affirmative action employer. We evaluate qualified applicants on merit and business needs and not on race, color, religion, creed, gender, sexual orientation, national origin, ancestry, age, disability, genetic information, marital status, veteran status or any other factor protected by law.

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