Astreya

Astreya

IT End User Support Specialist

New York, NY · Contract

Sponsorship not specified$41k-$65kDetected 22 days ago
iOSAndroidLinuxPlatform EngineeringInventory ManagementCustomer SupportTCP/IPDNSVPNResearchLeadershipCommunicationCollaborationProblem SolvingTime ManagementMentoringAdaptabilityMicrosoft Teams

About the role

  • 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
  • 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

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.
  • 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.
  • Deliver white-glove support to end users, traders, executives, and business-critical teams with professionalism, urgency, and discretion.
  • Maintain ownership of issues from intake through resolution, ensuring timely updates and follow-through.
  • Adhere to and improve established ITIL-based support processes, knowledge
  • Create and maintain high-quality technical documentation, knowledge articles, and troubleshooting guides.
  • Analyze support trends and proactively identify opportunities to improve service quality, efficiency, and user experience.

Requirements

  • 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.
  • Strong working knowledge of:
  • Advanced support experience with:
  • This role requires a seasoned IT professional with deep technical expertise across endpoint technologies, enterprise systems, collaboration platforms, and infrastructure services.

Nice to have

  • Employee Assistance Program
  • Critical Illness, Critical Hospital, and Voluntary Accident Insurance
  • 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

Compensation

  • $40.92 - $64.62 USD (Hourly)
  • Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position.

Benefits

  • 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
  • Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
  • Corporate Wellness Program provided by Goomi Group
  • Basic and Supplemental Life Insurance
  • Short Term & Long Term Disability
  • Tuition Reimbursement (available 6 months after start date, capped)
  • Paid Time Off (accrued and prorated, maximum of 120 hours annually)
  • Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
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This listing is sourced directly from Astreya's careers page and normalized into a canonical job model.