Service Desk Specialist II

Responsibilities

• Follow standard operating and ticketing procedures to image, update, and resolve computer and software application issues.
• Provide routine hardware, software, and network troubleshooting support to employees.
• Maintain equipment inventory, including processing RMAs and ordering new equipment.
• Manage and monitor tickets within a defined ticketing system, ensuring timely updates and escalations.
• Support user access to corporate networks, wireless, and applications, including VPN support.
• Coordinate the delivery and pickup of hardware for 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) and 2 to 5 years of related experience or an equivalent combination of education and experience.
• Proven experience with hardware, software, and network troubleshooting.
• Proficiency with ticketing systems and managing technical workflows.
• Experience providing VPN and remote connectivity support.
• Strong interpersonal and customer service skills with the ability to work under pressure.
• Excellent written and oral communication skills.
• Ability to work independently with minimal supervision and exercise sound judgment.

Benefits

• Medical, Dental, and Vision insurance options.
• 401k Plan and Life Insurance.
• Paid Time Off and Paid Holidays.
• Continuing Education and Professional Development via platforms like Udemy and Coursera.
• Tuition Reimbursement (available after 6 months of employment).
• Corporate Wellness Program and Employee Assistance Program.
• Flexible Spending Accounts and Commuter Benefits.

About the Company

Astreya is a managed services provider that delivers innovative IT solutions and support to help global organizations scale and succeed.