Overview
What This Job Entails The Service Desk Specialist I 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 routine issues
* Works on problems of limited scope
* Receives detailed instructions
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.
* Help 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.
* Help monitor, update and maintain tickets in a defined ticketing system.
* Assist with responding to tickets, contact users and plan 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.
* Help support 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 a four-year college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
* Builds stable working relationships internally
* Follows standard practice and procedures when analyzing situations or data
* 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
Preferred Qualifications
* Physical Demand & Work Environment:
o Must have the ability to perform office-related tasks which may include prolonged sitting or standing
o Must have the ability to move from place to place within an office environment
o Must be able to use a computer
o Must be able to communicate effectively
o Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
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