Service Desk Specialist II

What this Job Entails:

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 issues

Works on problems of moderate scope

Receives general instructions on routine work and detailed instructions on new projects

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.

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 position

Required 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 experience

Builds productive internal and external working relationships

Exercises judgment within defined procedures and practices to determine appropriate action

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

Knowledgeable about hardware, software, and network troubleshooting

Understanding of 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