Service Desk Analyst

Astreya•San Francisco, CA

1d•Onsite

About The Position

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. The scope of this position involves applying company policies and procedures to resolve routine issues, working on problems of limited scope, and receiving detailed instructions.

Requirements

Bachelor’s degree (B.S/B.A) from four-college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
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
Knowledgeable about hardware, software, and network troubleshooting
Understanding of software application use and installation
Ability to resolve technical issues under pressure

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.
Helps to monitor, update and maintain tickets in a defined ticketing system.
Assists with responding to tickets, contact users and plan 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.
Help support access to corporate network/wireless and applications both on the network as well as over VPN.
Other duties as required.

Benefits

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