The Service Desk Specialist III 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.


  • Resolves a wide range of issues in creative ways
  • Seasoned, experienced professional with a full understanding of their speciality
  • Works on problems of a diverse scope
  • Receives little instruction on day to day work, general instruction on new assignments

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 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. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position​​


Location:  Remote – US Based

COVID-19 Vaccination Requirement: In order to protect the health and safety of all onsite employees, proof of full vaccination is required.

*Please note: Astreya is unable to sponsor or transfer any kind of Visa at this time.

Resume must reflect the required experience/qualifications to be considered.

Required Qualifications/Skills:

  • Bachelor’s degree (B.S/B.A) from four-college or university
    • Or equivalent combination of education and experience
  • System Admin experience a plus
  • Minimum of 3 years of experience in enterprise IT support.
  • Experience installing, administering, and troubleshooting computers and laptops within an Active Directory domain environment.
  • 95% MAC support: – experience supporting Apple hardware, Mac OS X, IOS iPhones, and iPads.
  • Experience with Slack and Okta.
  • Experience working with ticketing systems – Jira a plus.
  • Experience troubleshooting Active Directory, TCP/IP networks, and standard PC and Mac applications/operating systems.
  • Strong diagnostic and troubleshooting skills to restore immediate use of systems.
  • Effectively communicate with end-users to identify issues and develop solutions.
  • polished and professional.
  • Can-do attitude, with the ability to find creative solutions where necessary & follow through on issues until a successful resolution is achieved.
  • Excellent verbal and written communication skills and the ability to be prompt and courteous.
  • Focused on client satisfaction and providing solutions.
  • Strong problem-solving skills.
  • Very attentive and detail-oriented.

Additional Information

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

What can Astreya offer you?

  • Employment in the fast-growing IT space providing you with a variety of career options
  • Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network
  • Introduction to new ways of working and awesome technologies
  • Career paths to help you establish where you want to go
  • Focus on internal promotion and internal mobility – we love to build teams from within
  • Free 24/7 accessible Professional Development through online courses to give you opportunities to upskill at your own pace
  • Education Assistance
  • Dedicated management to provide you with on point leadership and care
  • Numerous on the job perks
  • Market competitive compensation and insurance, health and wellness benefits

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