Service Desk Specialist II

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. As an End User Support IT Specialist, you will provide on-site and remote technical support for internal end-user software, hardware, and connectivity. We are looking for a driven, self-directed, technical professional who can work both independently and with the broader support team. The End User Support team is singularly focused on delivering a seamless technology experience for all users. The right candidate is capable of quickly and efficiently resolving a wide range of technical issues while providing top-tier customer service to our end users.

Scope:

• Applies company policies and procedures to resolve a variety of issues

• Works on problems of moderate scope

• Receives general instructions on routine work and detailed instructions on new projects

Your Roles and 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. 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 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

Preferred Qualifications:

• Experience working in the financial services industry

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

• Ability to lift and carry 50 pounds or more of equipment safely, multiple times per day.

Salary Range

$27.24 - $45.40 USD (Hourly)

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through UHC

• Nationwide Vision provided by UHC

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program provided by Goomi Group

• Employee Assistance Program

• Wellness Days

  401k Plan

• Basic and Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law