What this Job Entails:The Service Desk Specialist IV will support one of Astreya's key clients. 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.Scope:- Uses professional concepts and company objectives to resolve complex issues in creative and effective ways- Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factorsYour Roles and Responsibilities:- Maintain equipment inventory, including processing RMAs and ordering new equipment.- Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.- Monitoring, updating and maintaining tickets in a defined ticketing system.- Responds to tickets, contacts users and plans workload.- Update, track and escalate the ticket to appropriate levels/group for resolution as required.- Sign off on closed tickets with the user to include follow up specifically to the end user.- Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.-- Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this positionRequired Qualifications/Skills:- Bachelor's degree (B.S/B.A) from four-college or university and 8+ years' related experience and/or training; or equivalent combination of education and experience- Networks with key contacts outside own area of expertise- Determines methods and procedures on new assignments and may coordinate activities of other personnel- Ability to work independently with mínimal supervision- Excellent coordination skills and a team player- Ability to identify issues and escalate 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 pressurePreferred Qualifications: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