IT Support Specialist

IT Support Specialist

Astreya is a leading IT solutions provider to deliver technology-enabled services and fuel digital transformation to some of the most exciting companies on the planet. We are working with the world's most recognizable and innovative organizations through co-creating applications and services with fast-moving teams.

Do you have the desire to use your technical skills to give back to your community and those close to you? If yes, then you're in the right place! Here you will have the creative autonomy to build new features and at the same time resolve technical challenges at one of the most influential and mission-driven nonprofits in the world. You will be able to leverage cutting-edge tools and technologies to construct solutions for a global user community. What's even better than that? You will work alongside team members who you can teach and also learn from in a culture that fosters technical and personal growth.

Core responsibilities of the position  

• Provide exceptional support for all aspects of technology provided by the IT department via phone, email, chat, and other supported channels.

• Use of ticketing system to track customer issues and provide timely updates to all stakeholders from initial diagnosis, through troubleshooting, and into resolution or escalation.

• Perform troubleshooting and provide customer service up to the executive level with excellent communication and follow through. 

• Effectively multitask and manage priorities in a fast-paced IT setting and balance the demands of daily and routine assignments with long-term projects.

• Install and configure AV equipment and assist users in the set up and operation of AV systems.

• Ensure conference/meeting room AV systems are maintained and in good operating condition. Perform IT-related setup, support, and breakdown for large meetings and events.

• Perform regular testing/maintenance/upgrades of all internal AV systems via regular room sweeps.

• Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology in accordance with established policies/procedures.

• Initiate escalations as appropriate to ensure management is aware of problems that are severe in nature or that exceed documented targets.

• Regularly develop knowledge of emerging technologies and provide proactive options on how to effectively solve common issues.

• Track IT hardware assets and their respective configurations for potential reuse or retirement.

• Create and document routine IT processes and procedures.

• Develop strong relationships with internal customers, vendor, affiliates, and peers.

Required Qualification and Experience 

• Minimum 2-4 years of Service Desk, Call Center, IT Help Desk experience in an enterprise environment.

• Demonstrated clear and effective verbal & written communication skills.

• Excellent Customer Service experience and follow through with attention to detail.

• Expertise with Windows operating system and Office 365 suite and other Microsoft applications and toolsets.

• Experience with IT Knowledge Base and ticketing system.

• Experience applying ITSM best practices to Incident and Service Requests management.

• Knowledge of Azure Active Directory.

• Experience with AV technology and supporting various unified communications platforms (Zoom & Teams).
   

Physical Demands

• Occasional lifting to 30 pounds (reference: a ream of paper weighs approx. 5lbs)

• Fine motor movements in fingers/hands to operate computers and other office equipment.

• Push/pull up to 50lbs

• Stooping, bending, crouching 

• Reaching, or climbing ladders 

Position Type/Expected Hours of Work

• This is a critical position and is expected to report for work regardless of weather conditions.

• Occasional evening and weekend hours required.

• Travel is not required for this role, however there may be occasional opportunities to travel for training and/or to support other locations.

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 LinkedIn Learning and other 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