Service Desk Specialist III

Service Desk Specialist IIIThe Service Desk Specialist III will support one of Astreya's key clients. The role will be responsible for troubleshooting and fixing 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 issuesWorks on problems of moderate scopeReceives general instructions on routine work and detailed instructions on new projectsYour 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 positionRequired 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 experienceBuilds productive internal and external working relationshipsExercises judgment within defined procedures and practices to determine appropriate actionAbility to work independently with minimal supervisionExcellent coordination skills and a team playerAbility to identify issues and escalate as neededExcellent written and oral communication skillsStrong interpersonal and customer service skillsKnowledgeable about hardware, software, and network troubleshootingUnderstanding of software application use and installationAbility to resolve technical issues under pressurePhysical Demand & Work Environment:Must have the ability to perform office-related tasks which may include prolonged sitting or standingMust have the ability to move from place to place within an office environmentMust be able to use a computerMust have the ability to communicate effectivelySome positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingersSalary Range$62,640.00 - $104,400.00 USD (Salary)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 benefits 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 onlyDental provided through UHCNationwide Vision provided by UHCFlexible Spending Account for Health & Dependent CarePre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and CourseraCorporate Wellness Program provided by Goomi GroupEmployee Assistance ProgramWellness Days401k PlanBasic and Supplemental Life InsuranceShort Term & Long Term DisabilityCritical Illness, Critical Hospital, and Voluntary Accident InsuranceTuition Reimbursement (available 6 months after start date, capped)Paid Time Off (accrued and prorated, maximum of 120 hours annually)Paid HolidaysAny other statutory leaves, paid time, or other ancillary benefits required under state and federal law