About this role
Astreya is seeking an experienced IT End User Support Specialist (L3) to provide advanced onsite and remote technical support for enterprise end users. This role is responsible for delivering exceptional customer service while independently resolving complex technical issues across endpoint devices, operating systems, enterprise applications, and collaboration platforms.
The ideal candidate is a highly motivated IT professional who thrives in a fast-paced environment, effectively manages multiple support channels simultaneously, and demonstrates strong technical troubleshooting skills. This individual is expected to conduct thorough technical investigation and research before escalating issues while maintaining ownership of incidents through resolution.
Success in this role requires technical proficiency, strong communication skills, excellent organizational abilities, and a commitment to delivering a seamless technology experience for end users.
Key Responsibilities
Technical Support ● Provide advanced technical support through walk-up interactions, phone, chat, email, and remote support sessions. ● Diagnose, troubleshoot, and resolve hardware, software, operating system, networking, mobility, and application issues. ● Support Windows, macOS, Linux, iOS, and Android devices within an enterprise environment. ● Install, configure, deploy, and maintain end-user hardware and peripherals. ● Troubleshoot user account, authentication, connectivity, and collaboration platform issues. ● Perform endpoint imaging, provisioning, software installations, and device lifecycle support. Incident Management ● Manage multiple support requests simultaneously while meeting service level expectations. ● Conduct thorough troubleshooting and technical research before escalating incidents. ● Document troubleshooting steps, root cause findings, and resolution details within the ITSM platform. ● Escalate issues with complete technical documentation and business context when necessary. ● Follow incidents through resolution to ensure a positive end-user experience. Customer Service ● Deliver professional, responsive, and customer-focused technical support to employees across all levels of the organization. ● Build strong relationships with end users by communicating clearly and setting appropriate expectations. ● Provide timely follow-up and ownership throughout the support lifecycle. ● Maintain a calm and professional demeanor while supporting users in high-pressure situations.
Collaboration ● Partner with Infrastructure, Networking, Security, Workplace Services, and Engineering teams to resolve complex issues. ● Share technical knowledge and contribute to team documentation and knowledge base articles. ● Participate in endpoint deployments, office technology projects, hardware refreshes, and technology rollouts. ● Assist in mentoring newer team members by sharing best practices and troubleshooting techniques. Required Qualifications ● 5–8 years of enterprise IT support experience supporting medium-to-large organizations. ● Demonstrated experience supporting users in fast-paced, customer-focused environments. ● Ability to prioritize competing requests while managing multiple concurrent support channels. ● Strong analytical and troubleshooting skills with the ability to independently resolve complex technical issues. ● Excellent written, verbal, and interpersonal communication skills. ● Advanced knowledge of: Windows 10/11; macOS; Linux; iOS; Android ● Strong working knowledge of: Active Directory; Microsoft Entra ID (Azure AD); Microsoft Intune; Microsoft Exchange / Exchange Online ● Advanced knowledge of DNS; DHCP; TCP/IP; VPN connectivity ● Experience supporting: Microsoft Teams; Zoom; Microsoft 365; Enterprise messaging and conferencing platforms ● Experience supporting: Laptops and desktops; docking stations; mobile devices; printers; conference room technologies; standard office peripherals ● Experience with ServiceNow or comparable ITSM platforms.
Preferred Qualifications ● ITIL Foundation certification. ● Microsoft, Apple, or CompTIA certifications. ● Experience supporting executive users or business-critical environments.
Key Competencies ● Strong Technical Troubleshooting ● Customer Focus ● Time Management and Prioritization ● Independent Decision Making ● Attention to Detail ● Process Adherence ● Effective Communication ● Team Collaboration ● Adaptability
Salary Range $30.12 - $50.19 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 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