Service Desk Specialist II

Responsibilities

• Troubleshoot and resolve desktop hardware and software application issues for new and existing employees.
• Follow standard operating procedures and ticketing workflows to image and update computers.
• Maintain equipment inventory, including processing RMAs and ordering new hardware.
• Monitor, update, and manage tickets within the defined ticketing system, ensuring timely escalation when required.
• Provide support for corporate network, wireless, and VPN access.
• Coordinate the pickup and delivery of equipment to end-users at designated service locations.
• Ensure high-quality customer service by following up with users to sign off on closed tickets.

Requirements

• Bachelor's degree (B.S./B.A.) from a four-year college or university.
• 2 to 5 years of related experience in technical support or a similar role.
• Strong knowledge of hardware, software, and network troubleshooting.
• Proven experience working with ticketing systems.
• Excellent written and oral communication skills.
• Ability to work independently with minimal supervision and resolve technical issues under pressure.
• Strong interpersonal skills and a commitment to excellent customer service.

About the Company

Astreya provides high-touch managed services, helping global organizations optimize their technology environments through expert technical support and innovative solutions.