Information Technology Support Specialist

The Service Desk Specialist will support one of Astreya’s key clients. The role will be responsible for troubleshooting and fixing 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 into 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 and general instruction on new assignments

• 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.

• 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., Web Ex, MS Teams, Zoom)
• Ability to communicate effectively and professionally across all settings to technical and non‑technical audiences of all tenures and seniority
• 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 escalation as needed
• Excellent written and oral communication skills
• Strong interpersonal and customer service skills
• Experience with hardware, software, and network troubleshooting
• Ability to resolve technical issues under pressure

• 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

• 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

Entry level

Full‑time

Information Technology

IT Services and IT Consulting