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Service Desk Specialist ll

Astreya

This is a Full-time position in Austin, TX posted May 18, 2021.

Company Description
Astreya is the leading IT solutions provider to deliver technology-enabled services and fuel digital transformation to some of the most exciting companies on the planet.

We are at the cusp of a new way of working with our delivery model that helps our clients be positively productive by matching exceptional people to on-site teams delivering world-class IT service.

With engineers in over 30 countries and 70 cities around the world, we are a global company working with the world’s most recognizable and innovative organizations.
Job Description
What this Job Entails:
The Service Desk Specialist II will support one of Astreya’s key clients.

This is a part time role that will be responsible for troubleshooting and fixing desktop and laptop 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:
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 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.

Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.

Server Storage: Raid card, scheduled backup, plans to rapidly redeploy as things change, etc.

Maintain and troubleshoot issues relating to the Network Attached Storage (NAS): Managing users, storage arrays, patches, permissions, etc Monitor VPN and update as necessary 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 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience Experience troubleshooting both Windows and MacOS Familiarity with Network Attached Storage (NAS) Builds productive internal and external working relationships Exercises judgment within defined procedures and practices to determine appropriate action 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:
Has set up and maintained VPN
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
What can Astreya offer you?

Employment in the fast-growing IT space providing you with a variety of career options Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network Introduction to new ways of working and awesome technologies Career paths to help you establish where you want to go Focus on internal promotion and internal mobility
– we love to build teams from within Free 24/7 accessible Professional Development through LinkedIn Learning and other online courses to give you opportunities to up-skill at your own pace Education Assistance Dedicated management to provide you with on point leadership and care Numerous on the job perks Market competitive compensation and insurance, health and wellness benefits
Additional Information
Astreya Partners is an equal employment and affirmative action employer.

We evaluate qualified applicants on merit and business needs and not on race, color, religion, creed, gender, sexual orientation, national origin, ancestry, age, disability, genetic information, marital status, veteran status or any other factor protected by law.

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