Astreya Inc.
* **Respond to IT service tickets using documented procedures and supervision*** **Assist with workstation setups and peripheral connections*** **Perform basic AV checks and room readiness tasks*** **Support imaging and deployments under direction*** **Maintain accurate ticket documentation in ITSM tools (e.g., ServiceNow)*** **Follow proper inventory handling, tagging, and tracking*** **Escalate unresolved issues appropriately*** **Adhere to safety protocols and client-specific guidelines*** ### **Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices.*** ### **Troubleshoot and resolve common hardware and software issues.*** ### **Deliver a high-quality, customer-focused service experience in a timely manner.*** ### **Follow documented processes and standard operating procedures (SOPs) for all support tasks.*** ### **Maintain clear and concise documentation for resolutions, escalations, and asset updates.*** ### **Adhere to Astreya and client-specific protocols, including change and incident management.******Preferred:**Associate’s degree in Information Technology, Computer Science, or a related field
Prior experience working independently or at a single-technician site*** **Knowledge of Windows 10/11, macOS, and basic Linux environments*** **Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals*** **Familiarity with mobile device platforms (iOS, Android) and basic MDM concepts*** **Understanding of AV/VC systems (Zoom, Meet, Webex) and conference room technology*** **Basic knowledge of networking concepts (IP, DNS, DHCP, connectivity troubleshooting)*** **Proficiency with ITSM/ticketing platforms (e.g., ServiceNow, Jira)*** **Ability to image and deploy devices using tools like SCCM, JAMF, or MDT*** **Experience with inventory and asset tracking tools for lifecycle management*** **Awareness of IT security best practices and safe handling of equipment*** **Ability to follow standard operating procedures (SOPs) and technical documentation*** **Strong verbal and written communication skills for working with end users*** **Excellent customer service orientation and active listening*** **Effective time management and ability to prioritize multiple tasks*** **Strong problem-solving and analytical thinking in fast-paced environments*** **Ability to collaborate with teammates and cross-functional teams*** **High level of professionalism, reliability, and accountability*** **Adaptability to changing technologies, priorities, and client environments*** **Self-motivated with the ability to take initiative and follow through*** **Ability to work independently, especially at single-technician sites (L2)*** **Willingness to mentor peers or junior team members (at Level II)******Competency********Level I********Level 2********Hardware Support & Troubleshooting******Follow basic procedures****Independently diagnoses and resolves issues.******OS & Platform Knowledge******Supports Windows/macOS basics****Supports and configures multiple OS platforms******Mobile & Endpoint Management******Basic support for mobile devices****MDM exposure, configures and supports endpoints******AV/VC Systems******Performs room checks, reports issues****Troubleshoots AV problems and supports meetings******Networking Fundamentals******Understands connectivity basics****Diagnoses common network-related issues******Imaging & Deployment******Assists with imaging****Performs full device imaging and deployments******Inventory & Asset Management******Tags and tracks equipment****Manages and reconciles inventory independently******ITSM & Ticket Management******Updates and closes tickets****Owns queue, manages SLAs, escalates as needed****Ability to **use hands and fingers** to handle, install, or adjust small components and cables******Onsite Requirements**:****This is a **100% onsite role**; presence during working hours is mandatory*** *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 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
Prior experience working independently or at a single-technician site*** **Knowledge of Windows 10/11, macOS, and basic Linux environments*** **Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals*** **Familiarity with mobile device platforms (iOS, Android) and basic MDM concepts*** **Understanding of AV/VC systems (Zoom, Meet, Webex) and conference room technology*** **Basic knowledge of networking concepts (IP, DNS, DHCP, connectivity troubleshooting)*** **Proficiency with ITSM/ticketing platforms (e.g., ServiceNow, Jira)*** **Ability to image and deploy devices using tools like SCCM, JAMF, or MDT*** **Experience with inventory and asset tracking tools for lifecycle management*** **Awareness of IT security best practices and safe handling of equipment*** **Ability to follow standard operating procedures (SOPs) and technical documentation*** **Strong verbal and written communication skills for working with end users*** **Excellent customer service orientation and active listening*** **Effective time management and ability to prioritize multiple tasks*** **Strong problem-solving and analytical thinking in fast-paced environments*** **Ability to collaborate with teammates and cross-functional teams*** **High level of professionalism, reliability, and accountability*** **Adaptability to changing technologies, priorities, and client environments*** **Self-motivated with the ability to take initiative and follow through*** **Ability to work independently, especially at single-technician sites (L2)*** **Willingness to mentor peers or junior team members (at Level II)******Competency********Level I********Level 2********Hardware Support & Troubleshooting******Follow basic procedures****Independently diagnoses and resolves issues.******OS & Platform Knowledge******Supports Windows/macOS basics****Supports and configures multiple OS platforms******Mobile & Endpoint Management******Basic support for mobile devices****MDM exposure, configures and supports endpoints******AV/VC Systems******Performs room checks, reports issues****Troubleshoots AV problems and supports meetings******Networking Fundamentals******Understands connectivity basics****Diagnoses common network-related issues******Imaging & Deployment******Assists with imaging****Performs full device imaging and deployments******Inventory & Asset Management******Tags and tracks equipment****Manages and reconciles inventory independently******ITSM & Ticket Management******Updates and closes tickets****Owns queue, manages SLAs, escalates as needed****Ability to **use hands and fingers** to handle, install, or adjust small components and cables******Onsite Requirements**:****This is a **100% onsite role**; presence during working hours is mandatory*** *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 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