Service Desk Specialist II at Astra

New York, New York, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, Financial ServicesIndustries

Requirements

Bachelor’s degree (B.S/B.A) from four-year college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience
5+ years of relevant technical support experience in a medium to large, complex, and fast-moving enterprise environment
Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics
Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN
Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom)
Ability to communicate effectively and professionally across all settings to technical and non-technical audiences of all tenure and seniority
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
Ability to resolve technical issues under pressure
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

Responsibilities

Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels
Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility
Fulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you’re based
Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur
Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed and they have an optimal IT experience
Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects
Other duties as required

Skills

Key technologies and capabilities for this role

Technical SupportHardware TroubleshootingSoftware TroubleshootingOperating SystemsUser AccountsCustomer ServiceIT Hardware SetupIssue TriageEscalation ManagementTrading Environments

Questions & Answers

Common questions about this position

What experience level is required for this Service Desk Specialist II role?

A Bachelor’s degree and 2 to 5 years of related experience or equivalent is required, along with 5+ years of relevant technical support experience in a medium to large, complex enterprise environment.

What technical skills are needed for this position?

Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security is required, plus working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, VPN, and collaboration tools like MS Teams and Zoom.

Is this role remote or on-site?

The role involves providing on-site and remote technical support, including fulfilling IT hardware requests in the office where you’re based.

What is the team environment like at Astra for this position?

The End User Support team is singularly focused on delivering a seamless technology experience, with opportunities to work independently, collaborate with local and remote team members, and escalate to senior teams or vendors.

What makes a strong candidate for this Service Desk Specialist II role?

A strong candidate is self-directed, driven, capable of resolving complex issues quickly with top-tier customer service, communicates effectively to all audiences, and builds productive relationships while exercising judgment within procedures.

Astra

Provides launch services for small satellites

About Astra

Astra provides launch services specifically for small satellites, catering to commercial businesses, government agencies, and research institutions that need reliable access to space. The company operates small, agile rockets designed to transport these satellites into low Earth orbit (LEO). Astra's approach focuses on making space more accessible by reducing the costs and complexities associated with satellite launches, which allows a wider range of customers to utilize their services. Unlike many competitors, Astra emphasizes efficiency and cost-effectiveness in its operations, aiming to meet the growing demand for satellite-based services such as Earth observation and telecommunications. The company's goal is to facilitate more frequent and affordable satellite launches, thereby expanding opportunities for various applications in the space industry.

Alameda, CaliforniaHeadquarters

2016Year Founded

$291.8MTotal Funding

IPOCompany Stage

AerospaceIndustries

201-500Employees

Benefits

Competitive Medical (HMO & PPO)/Dental/Vision plans

Company paid Short Term Disability and Long Term Disability plans

401K with company match

Flexible Spending Account

Commuter benefits

Caregiving support benefits

Company perks, like PetPlan, curated gym/travel/products discounts

Free lunch

Company events

Risks

Going private may limit Astra's access to public capital markets.

Astra faces financial instability due to liquidity crunch and high cost of capital.

Intensifying competition in the small satellite launch market could impact Astra's market share.

Differentiation

Astra offers cost-effective launch services for small satellite payloads.

The company focuses on agile rockets for frequent access to space.

Astra provides online reservations for payload deliveries to various orbits.

Upsides

Growing demand for small satellite constellations aligns with Astra's business model.

U.S. government investment in space technology presents contract opportunities for Astra.

Astra's reusable rocket technology could lead to significant cost reductions.

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