Service Desk Specialist IV

Position Overview

• Location Type: [Not Specified]
• Job Type: Full-time
• Salary: [Not Specified]

The Service Desk Specialist IV will support one of Astreya’s key clients. The role will be responsible for troubleshooting and fixing 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 into 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.

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.

Required Qualifications/Skills

• Bachelor’s degree (B.S/B.A) from a 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

• [Not Specified]

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.