Service Desk Specialist II

****What this Job Entails:****The Service Desk Specialist II 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:***** 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:***** 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.* Participates in 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.* Engage in support of 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 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience* 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* Knowledgeable about hardware, software, and network troubleshooting* Understanding of 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**$27.24 - $45.40 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** **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 #J-18808-Ljbffr