Service Desk Specialist

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 issuesWorks on problems of moderate scopeReceives general instructions on routine work and detailed instructions on new projectsYour 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 positionRequired 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 experienceBuilds productive internal and external working relationshipsExercises judgment within defined procedures and practices to determine appropriate actionAbility to work independently with minimal supervisionExcellent coordination skills and a team playerAbility to identify issues and escalate as neededExcellent written and oral communication skillsStrong interpersonal and customer service skillsKnowledgeable about hardware, software, and network troubleshootingUnderstanding of software application use and installationAbility to resolve technical issues under pressurePhysical 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 fingers