What this Job Entails: The Service Desk Specialist IV will provide onsite support for 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
Required Qualifications/Skills: - 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
Preferred Qualifications: 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
Salary Range $40.92 - $64.62 USD (Hourly)
- Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
- Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits 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