Service Desk Specialist II

Job description

What this Job Entails:

The Service Desk Specialist II will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.

Scope:

- Applies company policies and procedures to resolve a variety of issues

- Works on problems of moderate scope

- Receives general instructions on routine work and detailed instructions on new projects

Your Roles and Responsibilities:

- Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.

- Maintain equipment inventory, including processing RMAs and ordering new equipment.

- Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.

- Participates in monitoring, updating and maintaining tickets in a defined ticketing system.

- Responds to tickets, contacts users and plans workload.

- Update, track and escalate the ticket to appropriate levels/group for resolution as required.

- Sign off on closed tickets with the user to include follow up specifically to the end user.

- Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.

- Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.

- Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

- Bachelor’s degree (B. S/B. A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience

- Builds productive internal and external working relationships

- Exercises judgment within defined procedures and practices to determine appropriate action

- Ability to work independently with minimal supervision

- Excellent coordination skills and a team player

- Ability to identify issues and escalate as needed

- Excellent written and oral communication skills

- Strong interpersonal and customer service skills

- Knowledgeable about hardware, software, and network troubleshooting

- Understanding of software application use and installation

- Ability to resolve technical issues under pressure

Physical Demand & Work Environment:

- Must have the ability to perform office-related tasks which may include prolonged sitting or standing

- Must have the ability to move from place to place within an office environment

- Must be able to use a computer

- Must have the ability to communicate effectively

- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers