Service Desk Specialist II

Responsibilities

• Deliver in-person, onsite L2 technical support for corporate computing devices including laptops, desktops, phones, and tablets
• Troubleshoot operating systems and platforms across macOS, Windows, Linux, iOS, and Android
• Manage support requests through Jira ITSM, performing initial triage, diagnostics, and escalation
• Execute setup, configuration, deployment, and provisioning of hardware and peripherals
• Resolve endpoint issues using MDM tools such as Jamf, Entra, and Intune
• Support local site infrastructure, including workstation connectivity and conference room technology
• Manage hardware assets, including tagging, inventory tracking, and preparing equipment for shipping
• Participate in scheduled weekend on-call rotations as part of a Follow-the-Sun support model

Requirements

• Bachelor's degree and 2–5 years of related technical experience or an equivalent combination of education and experience
• Hands-on experience troubleshooting hardware, software, and connectivity issues across multiple operating systems
• Working knowledge of MDM platforms including Jamf, Microsoft Intune, and/or Entra
• Familiarity with ITSM platforms, preferably Jira
• Strong interpersonal and communication skills with a customer-centric mindset
• Ability to work onsite in San Francisco and participate in weekend on-call rotations

Preferred Qualifications

• CompTIA A+, Apple Certified Support Professional (ACSP), or equivalent certification
• Experience with asset management systems and hardware lifecycle processes
• Familiarity with Follow-the-Sun support models and distributed team environments
• Experience utilizing AI platforms like Microsoft Copilot or ChatGPT in support workflows

Benefits

• Medical, Dental, and Vision insurance
• 401k Plan and Life Insurance
• Paid Time Off and Paid Holidays
• Tuition Reimbursement and Continuing Education via Udemy and Coursera
• Flexible Spending Account and Commuter Benefits
• Corporate Wellness Program and Employee Assistance Program

About the Company

Astreya provides high-touch managed services and technical support to help global organizations optimize their IT operations and workplace experiences.