Service Desk Specialist IV
- Astreya
- 8 - 13 years
- Remote
- 2 months ago
- Email to a friend
- Report this job
Job Description
What this Job Entails:
The Service Desk Specialist IV 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:
- Uses professional concepts and company objectives to resolve complex issues in creative and effective ways
- Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
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 users 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-college or university and 8+ years related experience and/or training; or equivalent combination of education and experience
- Networks with key contacts outside own area of expertise
- Determines methods and procedures on new assignments and may coordinate activities of other personnel
- 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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: AstreyaLocation(s): Remote+ View Contact
Keyskills: Wireless Ticketing Usage Computer hardware VPN Service desk Network troubleshooting Hardware Customer service Monitoring
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