Service Desk Specialist

Astreya•San Francisco, CA

24d•$41 - $65•Onsite

About The Position

What this Job Entails: The Service Desk Specialist IV 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: Uses professional concepts and company objectives to resolve complex issues in creative and effective ways Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors 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. 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. Support 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

Requirements

Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
Networks with key contacts outside own area of expertise
Determines methods and procedures on new assignments and may coordinate activities of other personnel
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
Experience with hardware, software, and network troubleshooting
Experience with 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.
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.
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.
Support access to corporate network/wireless and applications both on the network as well as over VPN.
Other duties as required.

Benefits

Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including:
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