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. It requires an eager learner who applies company and client policies and procedures. 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 for employees to pick up or deliver the user’s computer. Participate in monitoring, updating and maintaining tickets in a defined ticketing system. Respond to tickets, contact users and plan workload. Update, track and elevate tickets to appropriate levels or groups 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 and over VPN. Other duties as required. Required Qualifications and Skills Bachelor’s degree (B.S./B.A.) from a four‑college or university and 2 to 5 years’ related experience and/or training, or an equivalent combination of education and experience. Builds productive internal and external working relationships. Exercises judgment within defined procedures and practices to determine appropriate action. Can work independently with minimal supervision. Excellent coordination skills and a team player. Can identify issues and appropriately elevate them 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 perform office‑related tasks that may include prolonged sitting or standing; move from place to place within an office environment; use a computer; communicate effectively; and occasionally perform repetitive motions of wrists, hands or fingers. Salary Range $27.24 – $45.40 USD (Hourly). This is base pay only (gross); does not include bonuses, benefits‑related payments or other incentives. Benefits Medical through UHC (PPO, HSA, Surest options) or Kaiser (HMO option only for California employees) Dental through UHC Nationwide Vision through UHC Flexible Spending Account for Health & Dependent Care Pre‑Tax Account for Commuter Benefit/Parking & Transit (location‑specific) Continuing Education and Professional Development via Udemy, Coursera and other integrated platforms Corporate Wellness Program via Goomi Group Employee Assistance Program Wellness Days 401(k) 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 Other statutory leaves, paid time, or ancillary benefits per state and federal law. #J-18808-Ljbffr