Service Desk Specialist III

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. As an End User Support IT Specialist, you will provide on-site and remote technical support for internal end-user software, hardware, and connectivity. We are looking for a driven, self-directed, technical professional who can work both independently and with the broader support team. The End User Support team is singularly focused on delivering a seamless technology experience for all users. The right candidate is capable of quickly and efficiently resolving a wide range of technical issues while providing top-tier customer service to our end users.Required Qualifications/Skills:Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels.Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobilityFulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you're based.Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur.Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user's advocate, ensuring their issues are fully fixed and they have an optimal IT experience.Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.5-7+ years of relevant technical support experience in a medium to large, complex, and fast-moving enterprise environment.Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics.Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN.Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom).Ability to communicate effectively and professionally across all settings to technical and non-technical audiences of all tenure and seniority.Preferred Qualifications:Experience in the financial services industryPhysical Demand & Work Environment:Must have the ability to perform office-related tasks which may include prolonged sitting or standingMust have the ability to move from place to place within an office environmentMust be able to use a computerMust have the ability to communicate effectivelySome positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingersSalary Range$30.12 - $50.19 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 benefits to all Regular, Full-Time Employees, including:Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees onlyDental provided through UHCNationwide Vision provided by UHCFlexible Spending Account for Health & Dependent CarePre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and CourseraCorporate Wellness Program provided by Goomi GroupEmployee Assistance ProgramWellness Days401k PlanBasic and Supplemental Life InsuranceShort Term & Long Term DisabilityCritical Illness, Critical Hospital, and Voluntary Accident InsuranceTuition Reimbursement (available 6 months after start date, capped)Paid Time Off (accrued and prorated, maximum of 120 hours annually)Paid HolidaysAny other statutory leaves, paid time, or other ancillary benefits required under state and federal law