Service Desk Specialist I

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

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• Applies company policies and procedures to resolve routine issues
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• Works on problems of limited scope
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• Receives detailed instructions

Your Roles and Responsibilities

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• Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
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• Help maintain equipment inventory, including processing RMAs and ordering new equipment.
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• Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
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• Helps to monitor, update and maintain tickets in a defined ticketing system.
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• Assists with responding to tickets, contact users and plan workload.
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• Update, track and escalate the ticket to appropriate levels/group for resolution as required.
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• Sign-off on closed tickets with the user to include follow up specifically to the end user.
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• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
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• Help support access to corporate network/wireless and applications both on the network as well as over VPN.
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• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills

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• 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
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• Builds stable working relationships internally
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• Follows standard practice and procedures when analyzing situations or data
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• Ability to work independently with minimal supervision
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• Excellent coordination skills and a team player
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• Ability to identify issues and escalate as needed
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• Excellent written and oral communication skills
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• Strong interpersonal and customer service skills
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• Knowledgeable about hardware, software, and network troubleshooting
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• Understanding of software application use and installation
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• Ability to resolve technical issues under pressure

Physical Demand & Work Environment

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• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
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• Must have the ability to move from place to place within an office environment
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• Must be able to use a computer
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• Must have the ability to communicate effectively
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• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers