Job Description

Job Summary

Astreya is seeking a highly skilled and customer-focused IT End User Support Specialist (L4) to provide advanced onsite and remote technical support within a demanding, fast-paced enterprise environment. This role requires a seasoned IT professional with deep technical expertise across endpoint technologies, enterprise systems, collaboration platforms, and infrastructure services.

The ideal candidate is a self-directed problem solver who thrives in high-volume environments, can effectively manage multiple concurrent support channels (walk-ups, phone calls, chat sessions, tickets, and executive requests), and consistently delivers exceptional customer experiences. This individual possesses strong technical troubleshooting capabilities, exercises sound judgment when escalating issues, and conducts thorough root cause analysis and due diligence before engaging higher-tier support teams.

Success in this role requires technical excellence, process discipline, operational maturity, and the ability to support a diverse user population ranging from general employees to executive leadership.

Key Responsibilities

Technical Support & Troubleshooting

• Serve as a senior point of contact for end-user technology support, providing advanced troubleshooting and resolution for hardware, software, operating systems, networking, mobility, and collaboration technologies.
• Diagnose and resolve complex technical issues across Windows, macOS, Linux, iOS, Android, virtual desktop environments, productivity applications, and enterprise services.
• Manage and prioritize multiple simultaneous support engagements including walk-up requests, phone calls, chat sessions, ticket queues, and executive escalations while maintaining high service levels.
• Perform comprehensive technical analysis, root cause investigation, and independent research to resolve issues before escalation.
• Identify recurring incidents and collaborate with engineering, infrastructure, security, and platform teams to implement permanent solutions.

Service Delivery & Customer Experience

• Deliver white-glove support to end users, traders, executives, and business-critical teams with professionalism, urgency, and discretion.
• Act as an advocate for the end user, ensuring issues are fully resolved and service expectations are consistently exceeded.
• Effectively communicate technical concepts and resolution plans to both technical and non-technical stakeholders.
• Maintain ownership of issues from intake through resolution, ensuring timely updates and follow-through.

Process & Operational Excellence

• Adhere to and improve established ITIL-based support processes, knowledge management practices, and operational procedures.
• Create and maintain high-quality technical documentation, knowledge articles, and troubleshooting guides.
• Ensure accurate ticket documentation, categorization, prioritization, and resolution tracking.
• Analyze support trends and proactively identify opportunities to improve service quality, efficiency, and user experience.
• Participate in endpoint lifecycle management activities, including deployments, refreshes, inventory management, and asset tracking.

Collaboration & Escalation Management

• Partner closely with Infrastructure, Security, Network, Platform Engineering, Workplace Services, and third-party vendors to drive issue resolution.
• Escalate issues appropriately with detailed troubleshooting documentation, supporting evidence, and business impact assessments.
• Provide mentorship and technical guidance to junior support team members when needed.
• Support office technology projects, migrations, upgrades, and special initiatives.

Required Qualifications

• 8+ years of hands-on IT End User Support experience within medium-to-large enterprise environments supporting diverse and demanding user populations.
• Demonstrated experience supporting executive leadership, business-critical teams, and high-availability operational environments.
• Proven ability to manage multiple concurrent support channels and competing priorities while maintaining exceptional customer service and technical quality.
• Strong analytical and problem-solving skills with a track record of independently researching and resolving complex technical issues.
• Advanced administration and troubleshooting experience with Windows 10/11 and macOS.
• Deep understanding of Microsoft Intune, endpoint security and compliance platforms, and MDM
• Strong working knowledge of:
• TCP/IP; DNS; DHCP; VPN technologies; wireless networking; network troubleshooting methodologies; and Microsoft Exchange / Exchange Online
• Advanced support experience with:
• Microsoft 365; Microsoft Teams; Zoom; Enterprise telephony and conferencing platforms; and messaging and collaboration tools
• Advanced troubleshooting of laptops and workstations; docking stations; printers; audio/visual systems; and peripheral devices

Preferred Qualifications

• Experience supporting financial services, trading environments, or other high-pressure, mission-critical business operations.
• Experience with ServiceNow or enterprise ITSM platforms.
• ITIL Foundation certification.
• Microsoft, Apple, or other relevant industry certifications.
• Experience participating in enterprise technology deployments, migrations, and workplace modernization initiatives.

Key Competencies

• Technical Depth and Expertise
• Customer Obsession
• Process Discipline and Operational Excellence
• Independent Problem Solving
• Executive Presence
• Prioritization and Time Management
• Written and Verbal Communication
• Adaptability in High-Pressure Environments
• Collaboration and Teamwork
• Continuous Learning and Improvement

Salary Range

$40.92 - $64.62 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

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