IT Support Specialist (Service Desk/AV Hybrid)

Astreya•Saint Louis, MO

19h•$30 - $50

About The Position

What this Job Entails: Astreya is a leading IT solutions provider to deliver technology-enabled services and fuel digital transformation to some of the most exciting companies on the planet. We are working with the world's most recognizable and innovative organizations through co-creating applications and services with fast-moving teams. Do you have the desire to use your technical skills to give back to your community and those close to you? If yes, then you're in the right place! Here you will have the creative autonomy to build new features and at the same time resolve technical challenges at one of the most influential and mission-driven nonprofits in the world. You will be able to leverage cutting-edge tools and technologies to construct solutions for a global user community. What's even better than that? You will work alongside team members who you can teach and also learn from in a culture that fosters technical and personal growth. Core responsibilities of the position Provide exceptional support for all aspects of technology provided by the IT department via phone, email, chat, and other supported channels. Use of ticketing system to track customer issues and provide timely updates to all stakeholders from initial diagnosis, through troubleshooting, and into resolution or escalation. Perform troubleshooting and provide customer service up to the executive level with excellent communication and follow through. Effectively multitask and manage priorities in a fast-paced IT setting and balance the demands of daily and routine assignments with long-term projects. Assist users in the set up and operation of AV conference room systems. Ensure conference/meeting room AV systems are maintained and in good operating condition. Perform IT-related setup, support, and breakdown for large meetings and events. Perform regular testing/maintenance/upgrades of all internal AV systems via regular room sweeps. Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology in accordance with established policies/procedures. Initiate escalations as appropriate to ensure management is aware of problems that are severe in nature or that exceed documented targets. Regularly develop knowledge of emerging technologies and provide proactive options on how to effectively solve common issues. Track IT hardware assets and their respective configurations for potential reuse or retirement. Create and document routine IT processes and procedures. Develop strong relationships with internal customers, vendor, affiliates, and peers.

Requirements

Minimum 2-4 years of Service Desk, Call Center, IT Help Desk experience in an enterprise environment.
Demonstrated clear and effective verbal & written communication skills.
Excellent Customer Service experience and follow through with attention to detail.
Expertise with Windows operating system and Office 365 suite and other Microsoft applications and toolsets.
Experience with IT Knowledge Base and ticketing system.
Experience applying ITSM best practices to Incident and Service Requests management.
Knowledge of Azure Active Directory.
Experience with AV technology and supporting various unified communications platforms (Zoom & Teams).

Responsibilities

Provide exceptional support for all aspects of technology provided by the IT department via phone, email, chat, and other supported channels.
Use of ticketing system to track customer issues and provide timely updates to all stakeholders from initial diagnosis, through troubleshooting, and into resolution or escalation.
Perform troubleshooting and provide customer service up to the executive level with excellent communication and follow through.
Effectively multitask and manage priorities in a fast-paced IT setting and balance the demands of daily and routine assignments with long-term projects.
Assist users in the set up and operation of AV conference room systems.
Ensure conference/meeting room AV systems are maintained and in good operating condition.
Perform IT-related setup, support, and breakdown for large meetings and events.
Perform regular testing/maintenance/upgrades of all internal AV systems via regular room sweeps.
Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology in accordance with established policies/procedures.
Initiate escalations as appropriate to ensure management is aware of problems that are severe in nature or that exceed documented targets.
Regularly develop knowledge of emerging technologies and provide proactive options on how to effectively solve common issues.
Track IT hardware assets and their respective configurations for potential reuse or retirement.
Create and document routine IT processes and procedures.
Develop strong relationships with internal customers, vendor, affiliates, and peers.

Benefits

Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through Cigna (DPPO & DHMO options)
Nationwide Vision provided through VSP
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
Employee Assistance Program
Wellness Days
401k Plan
Basic Life, Accidental Life, 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 fringe benefits required under state and federal law