Service Desk Specialist II

ABOUT THE ROLE - We are currently seeking an IT Support Specialist for one of Astreya’s key clients. This position is an in-office role supporting the Toronto office and remote support. 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. This is an amazing opportunity to work with the latest technology, grow, and have a big impact on the success of the product and the company.

ABOUT THE TEAM - The team consists of IT Support, IT AV, IT Logistics, and IT Executive Support. Together we ensure that the Support experience is at the highest level. From the work the Support team does to provide a great user experience through user facing support, to the work IT Logistics does to get computers to the right place at the right time, as well as maintaining an accurate count of inventory to keep up with the growing user base.

About The Job

● Provide IT Support to employees via in-office and remote support through our ticketing system

● Be a point of contact for Support, working with our AV team, IT Engineering team, and Workplace team.

● Assist with onboarding new hires, including hardware deployment, equipment setup, and administering our SaaS app portfolio through our SSO tool

● Coordinating with our IT Logistics team to maintain in-office inventory accuracy.

● Provide support for our main software platforms, Gmail, Slack, Okta, and Zoom

● Troubleshoot and Support macOS, ChromeOS, and Windows

● Become familiar with all aspects of our IT environment to help support, maintain, and scale it

● Assist in keeping our knowledge base and documentation up-to-date

Minimum Qualifications

● You have at least 2 years of experience with helpdesk support and customer service

● You are familiar with macOS, Windows, and ChromeOS operating systems

● You are inclined to Google things you don’t know before asking someone

● You love technology and delivering great customer service

Preferred Qualifications

● You have 2-3 years of experience with helpdesk support and customer service

● You have a strong understanding of macOS, Windows, and ChromeOS operating systems

● You have a good understanding of AV systems (including Zoom and Hangouts)

● You have a friendly personality and love to teach others

● You are great at communicating with all types of people and personalities

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