What This Job Entails
The Service Desk Specialist I 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
- Applies company policies and procedures to resolve routine issues
- Works on problems of limited scope
- Receives detailed instructions
Your 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.
- Help 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.
- Helps to monitor, update and maintain tickets in a defined ticketing system.
- Assists with responding to tickets, contact users and plan 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.
- Help support 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 position
Required Qualifications/Skills
- Bachelor's degree (B.S/B.A) from four-college or university and 0 to 2 years related experience and/or training; or equivalent combination of education and experience
- Builds stable working relationships internally
- Follows standard practice and procedures when analyzing situations or data
- 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
- Knowledgeable about hardware, software, and network troubleshooting
- Understanding of software application use and installation
- Ability to resolve technical issues under pressure
Preferred Qualifications
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
