Lead Service Desk Specialist

Service Desk Specialist Lead - Client Onsite

Work Location: Chicago, IL

Our Service Desk Specialist Lead 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: 

• Resolves a wide range of issues in creative ways

• Seasoned, experienced professional with a full understanding of their specialty

• 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

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience 

• Networks with senior internal and external personnel in own area of expertise

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions

• 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

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

Salary Range

$31.79 - $50.20 USD (Hourly)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

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