Service Desk Specialist II

Responsibilities

• Follow standard operating and ticketing procedures to image, update, and resolve computer and software application issues.
• Provide routine software and hardware troubleshooting support to resolve common IT problems for employees.
• Maintain equipment inventory, including processing RMAs and ordering new equipment.
• Monitor, update, and maintain tickets within a defined ticketing system, ensuring timely escalation when required.
• Support user access to corporate networks, wireless connections, and applications via VPN.
• Coordinate the pickup and delivery of hardware to end-users at designated service locations.
• Engage with users to sign off on closed tickets and perform necessary follow-ups.

Requirements

• Bachelor's degree (B.S./B.A.) from a four-year college or university.
• 2 to 5 years of related experience and/or training in technical support.
• Strong knowledge of hardware, software, and network troubleshooting.
• Proven experience working with ticketing systems.
• Excellent written and oral communication skills with a strong focus on customer service.
• Ability to work independently with minimal supervision and exercise judgment within defined procedures.
• Ability to resolve technical issues effectively under pressure.

About the Company

Astreya provides high-touch managed services to help global enterprises scale their technology operations. We focus on delivering exceptional user experiences through expert technical support and innovative service delivery models.