IT Support Specialist II

What this Job Entails:

The IT Support Analysts will help in resolving a variety of technical problems. As a member of our IT team you will be responsible for keeping our client's employees productive and secure by providing world class technology support.

Scope: 

• Works on assignments that are moderately difficult, requiring judgment in resolving issues

• Requires some instruction on new assignments and infrequent checks on daily work

Your Roles and Responsibilities:

• Install, upgrade, and support all company desktops/laptops, printers, and other end-user tech in a primarily Apple environment. 

• Provide remote IT support to all employees for a wide range of operational tasks, including password resets, access requests, and application support, via Slack, Jira, or email.

• Provide in-person IT support at our client's New York City location. 

• Troubleshoot network connectivity in a LAN/WAN environment and configure end-user devices.

• Assist with the setup, maintenance, and troubleshooting of Zoom rooms to ensure stability during meetings and presentations. 

• Configure and manage AV and video conference technology such as Zoom, Chrome Signage, and Envoy, including setup for company all-hands meetings. 

• Onboard and train new employees on IT applications and security practices.

• Set up, track, and manage all assigned issues in Jira Service Desk. 

• Administer cloud services such as G Suite, Slack, Okta, Duo Security, Jira, Office365, and others.

• Manage and troubleshoot the VOIP telephone system. 

• Maintain a well-organized inventory and storage system for all IT hardware and software assets.

• Ensure all client machines meet security protocol standards. 

• Respond to and resolve user-reported issues in a timely and efficient manner.

• Troubleshoot and resolve basic networking and connectivity issues. 

• Escalate complex technical problems to higher-level support teams as necessary. 

• Contribute to the creation and maintenance of IT documentation and knowledge base articles.

• Stay up-to-date with the latest technology trends and best practices to provide excellent service.

Required Qualifications/Skills:

• Associate's degree (A.A) or equivalent from two-year college or technical school and 3 to 5 years’ related experience and/or training; or equivalent combination of education and experience 

• G-suite Administration experience 

• Simple MDM Experience 

• Experience supporting Slack

• Experience supporting and using Okta in an enterprise environment

• Experience supporting Zoom + Zoom/conference rooms

• Atlassian (JIRA/Confluence) experience 

• Experience with documentation of repeatable processes

• Familiarity with desktop and server operating systems

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

• Ability to conduct research into a wide range of computing issues as required

• Ability to present ideas in a user-friendly manner

• Analytical and problem solving abilities

• Exceptional customer service orientation

Preferred Qualifications: 

• Salesforce administration experience

• Knowledge of various operating systems and databases 

• Knowledge of various programming languages

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

• 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