What this Job Entails: Astreya is looking for an experienced End-User IT Technical Support Generalist to join our Services team. You will work to support Astreya’s ever-expanding customer base and ensure support results in consistently high quality user support experiences. The successful candidate will be familiar with industry best practices and the willingness to go above & beyond for our clients. Your Daily Roles and Responsibilities: Provide end-to-end user support on service requests raised, and deliver the best possible solution resulting in a high quality user experience. Ensure assigned requests for support are prioritized and completed in a timely manner. Use the defined ITSM System to properly manage your work related to defined service activities. Effectively document and escalate issues which cannot be resolved within the SLA. Proactively communicate to your supervisor when you encounter errors in documented support procedures. Participate in cross team/site collaboration used to share service knowledge, isolate potential problems and ensure the consistent delivery of defined service activities. Adhere to incident management, problem management, change management, and knowledge management best practices. Enable the success of your peers and teammates. Collaborate within the broader IT customer experience team, as well as extended IT organization to ensure the highest level of customer support and experience. Other duties as assigned Required Qualifications/Skills: 5 Years of experience and or education Experience providing general IT support within a high volume technology environment. Possess the ability to assist with a variety of basic technical issues, including but not limited to applications, hardware, mobile technologies. Possess patience and empathy to the issues and concerns of others and your written and verbal communications are second to none. Experience with Microsoft Windows 11, Mac OS X, Linux Fundamentals, Hardware Level troubleshooting, Hardware Installation, Upgrades. Knowledge of basic functionality and use of various mobile devices (iOS, Android, etc.) Knowledge of hardware (desktop/laptop) deployment methods using image deployment tools. Ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients Self-motivated and the ability to execute tasks and handle time sensitive situations You actively listen and are detail oriented in performing and documenting your work You enjoy working with smart collaborative individuals and understand that you are in a customer-facing support role. You strive to deliver a high quality user support experience. You enjoy educating your customers on policies and procedures related to requested support activities if asked. You can read your customer and provide the level of interaction your customer is accustomed to. You must be proactive in mastering all aspects of service delivery processes, communication, and the quality of your work. You will facilitate and promote a team culture which encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the service program. Preferred Qualifications: CompTIA A Certification. Technical experience within a large technology (hardware or software) company. Experience using an industry standard ITSM platform such as Remedy, ServiceNow, etc. Windows 11 Certification (MS 680 &/or 53301) Apple Certified Support Professional (ACSP) Certification