Service Desk Specialist 2

****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 ****Preferred Qualifications:****  ****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 **Salary Range** $27.24 - $45.40 USD (Hourly) * _Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit._ * _Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors._ **Astreya** **offers comprehensive** **b****enefits to all Regular, Full-Time Employees,** **including:** * Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only * Dental provided through UHC * Nationwide Vision provided by UHC * Flexible Spending Account for Health & Dependent Care * Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific) * Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera * Corporate Wellness Program provided by Goomi Group * Employee Assistance Program * Wellness Days 401k Plan * Basic and Supplemental Life Insurance * Short Term & Long Term Disability * Critical Illness, Critical Hospital, and Voluntary Accident Insurance * Tuition Reimbursement (available 6 months after start date, capped) * Paid Time Off (accrued and prorated, maximum of 120 hours annually) * Paid Holidays * Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law