Service Desk Specialist (L2/L3)

What this Job Entails

The IT Support Specialist (L2/L3) provides advanced, mostly in-office support for our client, a ~1,500-person company running a 95% Mac / 5% Windows environment. This role handles escalated and complex issues, delivers hands-on device and network support, and helps build the runbooks and automation that improve self-service over time.

Scope

• Works on complex, non-routine issues that require independent judgment and root-cause analysis
• Operates with minimal supervision; serves as the escalation point between frontline support and specialist or vendor teams
• Identifies recurring issues and turns fixes into documented, automated workflows

Your Roles and Responsibilities

• Resolve escalated and complex support issues, with ownership from intake through resolution
• Provide in-office, hands-on support for hardware, software, peripherals, and conference spaces
• Support and troubleshoot macOS devices (95% of the fleet) and the Windows minority, including OS, application, and performance issues
• Manage device lifecycle through Iru (MDM): enrollment, configuration profiles, app deployment, patching, and compliance
• Troubleshoot Meraki Wi-Fi connectivity and coverage issues; work with network teams on escalations
• Administer and support Google Workspace and Slack: accounts, groups, permissions, and integrations
• Build, maintain, and improve IT runbooks and automated workflows in Console (ITSM)
• Analyze ticket trends to find recurring issues, close knowledge gaps, and reduce escalations
• Lead new-hire device setup and onboarding; manage offboarding and hardware recovery
• Coordinate with vendors on hardware repairs, RMAs, and escalated software issues
• Maintain accurate IT asset inventory
• Ensure devices meet security standards (encryption, OS currency, MDM compliance)
• Mentor junior support staff and share knowledge across the team (L3)

Required Qualifications/Skills

• 3 to 5+ years of IT support experience (L2), or 5+ years (L3), in a fast-paced, Mac-centric environment
• Deep macOS troubleshooting skills; working knowledge of Windows
• Hands-on experience with an Apple MDM (Iru/Kandji, Jamf, or similar)
• Google Workspace and Slack administration experience
• Experience troubleshooting enterprise Wi-Fi (Meraki preferred)
• Experience with an ITSM platform and writing runbooks or knowledge base content
• Strong root-cause analysis and problem-solving skills
• Exceptional customer service and communication skills, including explaining technical issues to non-technical users
• Self-directed, with sound judgment on when to resolve, escalate, or automate

Preferred Qualifications

• Experience with Console or similar ITSM and automation platforms
• Workflow automation or scripting experience (Bash, Python, Apps Script, or no-code automation tools)
• Okta or other identity provider administration
• Apple certifications (ACSP, ACIT) or Meraki certification (CMNA)
• Experience supporting conference rooms and AV/video conferencing

Physical Demand & Work Environment

• Primarily on site in the client's office, with occasional remote work
• 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 lift and carry IT equipment up to 30 lbs
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Salary 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 only

• Dental provided through UHC

• Nationwide Vision provided by UHC

• Flexible Spending Account for Health & Dependent Care

• 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

• Tuition Reimbursement (available 6 months after start date, capped)

• 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