Service Desk Specialist

About the Role

The Service Desk Specialist I 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.

• Works on problems of limited scope.
• Receives detailed instructions.
• Applies company policies and procedures to resolve routine issues.

Key Responsibilities

• Follow standard operating, ticketing procedures, and work instructions to image, update, and resolve computer and software application issues for new and existing employees.
• Help 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.
• Monitor, update, and maintain tickets in a defined ticketing system.
• Respond to tickets, contact users, and plan workload.
• Update, track, and escalate tickets to appropriate levels/groups for resolution as required.
• Sign-off on closed tickets with the user, including 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.
• Perform other duties as required.

Requirements & Tech Stack

• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• Understanding of software application use and installation
• Ability to resolve technical issues under pressure
• Proficiency in a defined ticketing system
• Knowledge of RMA processing

Qualifications

• Bachelor’s degree (B.S/B.A.) from a four-college or university, or equivalent combination of education and experience.
• 0 to 2 years of related experience and/or training.
• Builds stable working relationships internally.
• Follows standard practice and procedures when analyzing situations or data.
• 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.

Physical Demand & Work Environment

• Ability to perform office-related tasks which may include prolonged sitting or standing.
• Ability to move from place to place within an office environment.
• Ability to use a computer.
• Ability to communicate effectively.
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.