Service Desk Specialist I

****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. * Helps to monitor, update and maintain tickets in a defined ticketing system.  * Assists 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 four-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 ****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