IT helpdesk / IT Technician

What this Job Entails:

IT Field Technicians are responsible for providing the Astreya user experience. With duties from order tracking, accessories management, managing customer service, hardware and accessory deployment to front line users, conference room maintenance, and behind the scenes user setup, Inventory Technicians enable over 70,000 staff around the globe. This is an introductory role to IT services, but plays an important role in how Astreya is represented to our clients.

Scope:

• Follows established procedures on routine work
• Requires detailed instructions

Your Daily Roles and Responsibilities:

• Daily on-site inventory and asset management, client’s conference room preventative maintenance, and e-recycling
• Ensure client users access to equipment in good working order
• Support a complex and fast paced environment focused on video conference rooms with outstanding and timely attention to customer satisfaction
• Work cooperatively with on-site teammates, as assignment requires
• Ensure audio and visual quality, promptly troubleshoot any issues that arise and handle any requests from meeting attendees.
• Deploy and recover laptop and desktop images
• Perform responsive face-to-face customer support for the on-site client users from IT accessory to workstation dressing
• Use ticketing systems to report individual work accomplishments and to track Service Level Agreements (SLAs)
• Assist with utilizing Inventory Data management software to maintain inventory accuracy and workflow
• Work with other technicians and clients to install hardware and troubleshoot computer issues, ensuring each situation is thoroughly resolved
• Timely responses to IT questions from client users employees
• Manage occasionally demanding and stressed client users
• Contribute to large scale global projects as needed
• Other duties as required and assigned. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• High school diploma or general education degree (GED) and 0 to 2 years related experience and/or training; or equivalent combination of education and experience
• Excellent client-facing written and verbal communications skills
• Proficiency in English
• Utilize excellent customer service skills and exceed customers’ expectations
• Ability to work with a large team with minimal supervision
• Capable of providing a timely and outstanding user experience
• Ability to handle daily customer service demands
• Present a professional and helpful demeanor to clients
• Basic Inventory or IT knowledge
• Ability to excel in a fast-paced sometimes stressful work environment
• Ability to make sound decisions when faced with competing priorities
• Results oriented and can identify the steps to be taken to achieve objectives

Preferred Qualifications:

• Past business operations exposure
• Some customer experience background or familiarity

Physical Demand & Work Environment:

• Must be available on-site at shift hours, in conjunction with client’s working hours
• Ability to lift and carry 50 pounds or more of equipment safely, multiple times per day
• 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
• Ability to work in “warehouse” environment that is sometimes
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
• Ability to handle varying degrees of noise, temperature and air quality
• Able to handle frequent work interruptions
• Ability to flexibly address work assignments and manage tasks
• Self-motivated
• Completion of job assignments without direct supervision
• Completion of applications and assignments within the timeframes allowed
• Extended work hours may include required weekends and evenings