Warehouse Desktop Support Specialist

About Astreya:

Astreya is a leading IT solutions provider committed to delivering technology-enabled services that drive digital transformation for some of the world's most exciting companies. With engineers in over 30 countries and 70 cities, we are a global team working with the most innovative organizations. Our delivery model ensures exceptional service by matching top talent with on-site teams to provide world-class IT support.

Job Description:

We are seeking an experienced Warehouse Desktop Support Technician to join our services team. This role will focus on providing break/fix support in warehouse and distribution center environments, including handling packing stations, sorting stations, barcode scanners, and other critical equipment such as AGV, AMR, AS/RS. The ideal candidate will be familiar with industry best practices and demonstrate a commitment to high-quality user support.

Responsibilities:

- Provide break/fix support for warehouse and distribution center equipment, including packing stations, sorting stations, barcode scanners and prior experience with AGVs, AMRs, and AS/RS equipment.
- Set up and configure MAC OS and PC systems.
- Utilize zero-touch deployment techniques for MACs and PCs.
- Manage imaging and reimaging of MAC laptops and Windows PCs.
- Perform backup and restoration of end-user data.
- Maintain accurate asset information in the ticketing system to ensure a reliable asset database.
- Refresh end-user devices according to scheduled timelines.
- Assist with inventory activities on a weekly and monthly basis.
- Document end-user issues accurately within Flexera.
- Create, modify, and maintain processes and policies for MACs.
- Provide occasional level 1 technology support and ensure a high-quality user experience.
- Prioritize and complete assigned support requests in a timely manner.
- Document and escalate issues that cannot be resolved within SLA.
- Proactively communicate errors or improvements needed in documented support procedures.
- Track IT assets and adhere to inventory management guidelines for desktops, laptops, tablets, and other peripherals.
- Follow best practices for incident management, problem management, change management, and knowledge management.
- Perform other duties as assigned.

Required Skills:

- Detail-oriented with strong listening skills and precise documentation.
- Direct knowledge using the following tools:  JAMF, Intune, Workspace One, and SCCM
- Collaborative team player with a focus on delivering high-quality user support.
- Ability to educate customers on policies and procedures when needed.
- Adaptability in customer interactions based on their preferences.
- Proactive in mastering service delivery processes and quality of work.
- Promote a team culture of ownership, trust, respect, and cross-collaboration.

Qualifications:

- 3-5+ years of experience providing general IT support in a high-volume technology environment.
- Proficiency in troubleshooting applications, hardware, and mobile technologies.
- Patience and empathy towards customer issues and concerns.
- Excellent written and verbal communication skills.
- Experience with Microsoft Windows 11, Mac OS X, and Linux fundamentals.
- Knowledge of hardware troubleshooting, installation, and upgrades.
- Familiarity with mobile devices (iOS, Android) and image deployment tools.
- Ability to quickly diagnose, prioritize, and manage competing deadlines.
- Self-motivated with strong time management skills.

Desired Qualifications:

- CompTIA A+ Certification.
- Experience with ITSM platforms such as Snipe, Asset Panda, Remedy, Flexera, ServiceNow
- Windows 11 Certification (MS 680 &/or 53301).
- Apple Certified Support Professional (ACSP) Certification.
- JAMF Certification.

Salary Range
$17.36 - $27.40 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