Service Desk Specialist II

WHAT THIS JOB ENTAILS The Service Desk Specialist II will support one of Astreyas key clients. This is a hands-on, onsite role responsible for delivering L2 technical support across corporate computing environments at multiple locations. The role will troubleshoot and resolve hardware and software issues while striving to deliver excellent customer service to every end-user. You need to be an eager learner and put that learning to practice in-line with company and client policies and procedures. SCOPE Experience Level: Applies company policies and procedures to resolve a variety of issues in creative ways Problem Complexity: Works on problems of moderate to diverse scope where analysis of situation or data requires evaluation of identifiable factors Independence: Receives general instruction on routine work; detailed instructions on new assignments Relationships: Builds productive internal and external working relationships; exercises judgment within defined procedures and practices YOUR ROLES AND RESPONSIBILITIES End User Support Deliver in-person, onsite IT support for client staff covering all corporate computing devices including laptops, desktops, phones, and tablets. Troubleshoot operating systems and platforms across macOS, Windows, Linux, iOS, and Android. Provide IT support through Slack and Jira, handling request intake, diagnostics, troubleshooting, and user guidance. Perform password resets and assist with account recovery in accordance with client policies. Participate in weekend on-call rotations as part of a Follow-the-Sun support model, as scheduled and in compliance with all applicable labor laws. Manage intake of support requests through the clients ITSM (Jira); perform initial triage; and escalate or route issues per established workflows. Conduct backup and restoration of user data as needed in accordance with documented client procedures. Troubleshoot printer and peripheral device issues including toner replacement and initial diagnosis. Maintain communication, professionalism, and a strong customer service orientation throughout all support interactions. Desktop & Device Management Execute initial setup, configuration, deployment, and provisioning of laptops, phones, tablets, and peripherals including MacBook, iPad, iPhone, Windows, and Linux devices. Perform routine maintenance, diagnostics, and device repairs. Troubleshoot and resolve endpoint issues using Mobile Device Management (MDM) and endpoint management tools such as Jamf, Entra, and Intune. Ensure all devices comply with security and organizational compliance requirements. Field Operations & Onsite Infrastructure Support Support local site infrastructure including workstation connectivity, conference room technology, and shared devices. Provide onsite support across Mission and Mission Bay office locations in San Francisco. Collaborate with internal teams including IT, Security, Engineering, and Workplace to facilitate issue resolution in accordance with documented response and escalation procedures. Inventory & Asset Tracking Tag assets and apply asset labels during device provisioning activities. Package assets to prepare for shipping and distribution. Track hardware assets, accessories, and inventory levels per the clients inventory management procedures, including updates to the asset management system. Maintain thorough documentation within the clients asset management tool for devices from receipt through deployment and eventual retirement. Restock and manage IT vending machines and loaner device inventory (supplies provided by the client). Ticketing & Support Systems Use the clients Jira ITSM to log, classify, and track issue resolution per established workflows. Appropriately redirect or escalate support requests to specialized internal teams (e.g., Workplace, Engineering, Security) when issues fall outside the scope of vendor responsibilities. Adhere to applicable client policies, security procedures, IT standards, and operational guidelines as provided at or before the effective date of engagement. REQUIREMENTS Bachelors degree (B.S./B.A.) from a four-year college or university and 25 years related experience and/or training; or equivalent combination of education and experience Hands-on experience troubleshooting hardware, software, and connectivity issues across macOS, Windows, Linux, iOS, and Android Working knowledge of MDM platforms including Jamf, Microsoft Intune, and/or Entra Familiarity with ITSM platforms; experience with Jira preferred Demonstrated ability to work independently, manage competing priorities, and exercise sound judgment Strong interpersonal and communication skills; customer-centric mindset Ability to participate in scheduled weekend on-call rotations Ability to work onsite at assigned client locations across multiple markets PREFERRED QUALIFICATIONS CompTIA A+, Apple Certified Support Professional (ACSP), or equivalent certification Experience with asset management systems and hardware lifecycle processes Familiarity with Follow-the-Sun support models and distributed team environments Experience utilizing AI platforms (e.g., Microsoft Copilot, ChatGPT) in daily support workflows Salary Range $27.24 - $45.40 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. 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