Service Desk Specialist III - Onsite Tech Hub

What this Job Entails: 

 

The Service Desk Specialist III will support one of Astreya’s key clients at their downtown office's Tech Hub, a designated IT support area for 'walk-up' end user support. 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: 

• Working onsite and directly with end users to resolve a wide range of desktop support issues
• Provide prompt and friendly support to end users
• May be asked to work on various IT projects outside of the Tech Hub
   

 

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.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
   

 

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A), and/or 3 - 5 years’ of related experience or equivalent combination of education and experience 
• 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

 

Physical Demand & Work Environment:

• 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

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