Overview
The Service Desk Specialist III 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 specialty
- Works on problems of a diverse scope
- Receives little instruction on day to day work, general instruction on new assignments
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.
- 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.
- 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-year college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience
- 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
- Experience with 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
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