Service Desk Specialist III

Technical Support Specialist

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.

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.

What we're looking for:

• 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.

Salary Range $30.12 - $50.19 USD (Hourly)

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

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through Cigna (DPPO & DHMO options)
• Nationwide Vision provided through VSP
• 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
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic Life, Accidental Life, 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 fringe benefits required under state and federal law