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)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