Service Desk Specialist II

Astreya•Miami, FL

1d•$27 - $45

About The Position

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. As an End User Support IT Specialist, you will provide on-site and remote technical support for internal end-user software, hardware, and connectivity. We are looking for a driven, self-directed, technical professional who can work both independently and with the broader support team. The End User Support team is singularly focused on delivering a seamless technology experience for all users. The right candidate is capable of quickly and efficiently resolving a wide range of technical issues while providing top-tier customer service to our end users. 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: Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels. Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility Fulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you’re based. Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur. Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed and they have an optimal IT experience. Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects. Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Requirements

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
5+ years of relevant technical support experience in a medium to large, complex, and fast-moving enterprise environment.
Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics.
Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN.
Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom).
Ability to communicate effectively and professionally across all settings to technical and non-technical audiences of all tenure and seniority.
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
Ability to resolve technical issues under pressure

Nice To Haves

Experience working in the financial services industry

Responsibilities

Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels.
Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility
Fulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you’re based.
Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur.
Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed and they have an optimal IT experience.
Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.
Other duties as required.

Benefits

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