Service Desk Specialist II

Field Operations & Onsite Infrastructure Support

• Support local site infrastructure including workstation connectivity, conference room technology, and shared devices.
• Provide onsite support across Mission and Mission Bay office locations in San Francisco.
• Collaborate with internal teams including IT, Security, Engineering, and Workplace to facilitate issue resolution in accordance with documented response and escalation procedures.

Inventory & Asset Tracking

• Tag assets and apply asset labels during device provisioning activities.
• Package assets to prepare for shipping and distribution.
• Track hardware assets, accessories, and inventory levels per the client’s inventory management procedures, including updates to the asset management system.
• Maintain thorough documentation within the client’s asset management tool for devices from receipt through deployment and eventual retirement.
• Restock and manage IT vending machines and loaner device inventory (supplies provided by the client).

Ticketing & Support Systems

• Use the client’s Jira ITSM to log, classify, and track issue resolution per established workflows.
• Appropriately redirect or escalate support requests to specialized internal teams (e.g., Workplace, Engineering, Security) when issues fall outside the scope of vendor responsibilities.
• Adhere to applicable client policies, security procedures, IT standards, and operational guidelines as provided at or before the effective date of engagement.

REQUIREMENTS

• Bachelor’s degree (B.S./B.A.) from a four-year college or university and 2–5 years’ related experience and/or training; or equivalent combination of education and experience
• Hands-on experience troubleshooting hardware, software, and connectivity issues across macOS, Windows, Linux, iOS, and Android
• Working knowledge of MDM platforms including Jamf, Microsoft Intune, and/or Entra
• Familiarity with ITSM platforms; experience with Jira preferred
• Demonstrated ability to work independently, manage competing priorities, and exercise sound judgment
• Strong interpersonal and communication skills; customer-centric mindset
• Ability to participate in scheduled weekend on-call rotations
• Ability to work onsite at assigned client locations across multiple markets

PREFERRED QUALIFICATIONS

• CompTIA A+, Apple Certified Support Professional (ACSP), or equivalent certification
• Experience with asset management systems and hardware lifecycle processes
• Familiarity with Follow-the-Sun support models and distributed team environments
• Experience utilizing AI platforms (e.g., Microsoft Copilot, ChatGPT) in daily support workflows

Salary Range

$27.24 - $45.40 USD (Hourly)

• 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 b****enefits 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