Service Desk Specialist

• Job Description Summary

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.

• Job Description

What this Job Entails:

The Service Desk Specialist 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:

• Resolves a wide range of issues in creative ways
• Seasoned, experienced professional with a full understanding of their speciality
• Works on problems of a diverse scope
• Receives little instruction on day to day work, general instruction on new assignments

Your Roles and Responsibilities:

• 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.
• 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.

Required Qualifications/Skills:

• 5 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.
• Networks with senior internal and external personnel in own area of expertise
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• 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
• Experience with hardware, software, and network troubleshooting
• Ability to resolve technical issues under pressure

Preferred Qualifications:

• Bachelor’s degree (B.S/B.A) from four-college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience

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