Service Desk Specialist II

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

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Applies company policies and procedures to resolve a variety of issues

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Works on problems of moderate scope

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

Your Roles and Responsibilities

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

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

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

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

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Responds to tickets, contacts users and plans workload.

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

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

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

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

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

Required Qualifications/Skills

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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

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Builds productive internal and external working relationships

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Exercises judgment within defined procedures and practices to determine appropriate action

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Ability to work independently with minimal supervision

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Excellent coordination skills and a team player

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Ability to identify issues and escalate as needed

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Excellent written and oral communication skills

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Strong interpersonal and customer service skills

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Knowledgeable about hardware, software, and network troubleshooting

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Understanding of software application use and installation

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Ability to resolve technical issues under pressure

Physical Demand & Work Environment

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

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

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Must be able to use a computer

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Must have the ability to communicate effectively

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