Service Desk Specialist lll

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. As an End User Support IT Specialist, you will provide on-site and remote technical support for internal end-user software, hardware, and connectivity. We are looking for a driven, self-directed, technical professional who can work both independently and with the broader support team. The End User Support team is singularly focused on delivering a seamless technology experience for all users. The right candidate is capable of quickly and efficiently resolving a wide range of technical issues while providing top-tier customer service to our end users.

• Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels.
  
• Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility
  
• Fulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you're based.
  
• Provide hands-on data center support, including equipment installation, cabling, inventory tracking, and basic troubleshooting.
  
• Perform conference room maintenance sweeps and basic troubleshooting.
  
• Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur.
  
• Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user's advocate, ensuring their issues are fully fixed and they have an optimal IT experience.
  
• Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.
  
• Overtime responsibilities as needed.
  

• 7+ years of relevant technical support experience in a medium to large, complex, and fast-moving enterprise environment.
  
• Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics.
  
• Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN.
  
• Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom).
  
• Ability to communicate effectively and professionally across all settings to technical and non-technical audiences of all tenure and seniority.
  

• 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.

• 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