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:
- Applies company policies and procedures to resolve routine issues
- Works on problems of limited scope
- Receives detailed instructions
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.
- Support end-users that are using VDI ( VMWare Horizon )
- Helps to monitor, update and maintain tickets in a ServiceNow ticketing system.
- Assists with responding to Calls & Tickets, contact users and plan 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.
- Help 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 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
- Builds stable working relationships internally
- Follows standard practice and procedures when analyzing situations or data
- 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
- Knowledgeable about hardware, software, and network troubleshooting
- Understanding of software application use and installation
- Ability to resolve technical issues under pressure
Preferred Qualifications:
- Remote / RDP Tools
- VPN troubleshooting, SCCM, and Software Installation
- Familiarity to VDI(VMWare Horizon) is a plus
- Networking skills ( Basic TCP/IP )
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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