Astreya
* Use of clients ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.* Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology.* Conduct troubleshooting using documented procedures and available tools as well as your own independent research.* Act as customer advocate/liaison to other support staff.* Initiate escalations as appropriate to ensure management is aware of problems that are severe in nature or that exceed documented targets.* Install and configure Computer and Mobile hardware and software in accordance with published policies/procedures.* Deploy and recover computer and peripheral equipment.* Install, configure, and support hardware, software and peripherals to end user devices.* Perform IT-related Move/Add/Change duties for all employees.* Perform IT-related setup, support, and breakdown for large meetings or convenings.* Track IT hardware assets and their respective configurations for potential reuse or retirement.* Create and document routine IT processes and procedures.* Balance the demands of daily and routine assignments with long-term projects.* Develop strong relationships with internal customers, vendors, affiliates, and peers.* Maintain physical presence at designated service locations to support the employee base.* Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position* Minimum 3-5 years of Service Desk/IT Help Desk experience in an enterprise environment.* Demonstrates sound judgment in selecting methods and techniques for obtaining solutions* Ability to work independently with minimal supervision* Proactive and curious mindset* Excellent coordination skills and a team player* Ability to identify issues and escalate as needed* Strong professional interpersonal and customer service skills* Ability to resolve technical issues under pressure* Demonstrated clear and effective verbal & written communication skills.* Excellent Customer Service experience and follow through with attention to detail.* Expertise with Windows operating system, Office 365 suite and other Microsoft applications and toolsets.* Experience troubleshooting hardware and software for Android and iPhone devices in a professional office environment.* Experience with mobile phone provisioning and set up in a professional office environment.* Experience using an IT Knowledge Base and ticketing system, preferably ServiceNow.* Experience applying ITSM best practices to Incident and Service Requests management.* Knowledge of Entra ID.* Apple Device Certification, Windows certifications, KCS certification, CompTIA A+, and/or other relevant certification or training.* Experience utilizing AI platforms such as Microsoft Copilot or ChatGPT in your daily work and within support scenarios with end users.* Working knowledge in the use of audio-visual equipment.* 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* *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.** 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
#J-18808-Ljbffr