Service Desk Specialist Ll - San Francisco, United States - Astreya Partners

Astreya Partners

Verified Company

San Francisco, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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.

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 issues
Works on problems of moderate scope
Receives general instructions on routine work and detailed instructions on new projects

Your Roles and Responsibilities:

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.-
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 fourcollege or university and 2 to 5 years' related experience and/or training; or equivalent combination of education and experience
Builds productive internal and external working relationships
Exercises judgment within defined procedures and practices to determine appropriate action
Ability to work independently with mínimal 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
Ability to resolve technical issues under pressure

Preferred Qualifications:

MacOS/iOS troubleshooting experience in a corporate setting
Windows OS troubleshooting experience in a corporate setting
Mac and PC hardware troubleshooting
GSuite expertise (specifically admin expertise) or M365
Understanding of Active Directory and Google Groups
Familiarity with Jira or related ticketing system
Professionalism & punctuality
Experience in a customer facing role within a corporate environment

Physical Demand & Work Environment:

Must have the ability to perform officerelated 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

Salary Range

$ $30.29 USD (Hourly)
- _ 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 Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through Cigna (DPPO & DHMO options)
Nationwide Vision provided through VSP
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
Employee Assistance Program
Wellness Days
401k Plan
Basic Life, Accidental Life, 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 fringe benefits required under state and federal law