Service Desk Specialist III - Onsite Tech Hub
About The Position
The Service Desk Specialist III supports one of Astreya’s key clients at its downtown office Tech Hub, a designated walk-up IT support area. The role troubleshoots and resolves desktop and computer hardware, software, and application issues while providing excellent customer service to end users. The specialist works onsite and directly with employees, follows company and client policies and procedures, and may be asked to support IT projects outside the Tech Hub. Responsibilities include imaging and updating computers, resolving common issues for new and existing employees, maintaining equipment inventory, processing RMAs, ordering equipment, and coordinating equipment pickup or delivery. The specialist manages tickets from response through resolution, plans workload, contacts users, escalates issues as needed, and follows up with users before signing off on closed tickets.
Requirements
- Bachelor’s degree (B.S./B.A.), 3–5 years of related experience, or an equivalent combination of education and experience.
- Demonstrated good judgment in selecting methods and techniques for obtaining solutions.
- Ability to work independently with minimal supervision.
- Excellent coordination skills and ability to work as a team player.
- Ability to identify issues and escalate as needed.
- Excellent written and oral communication skills.
- Strong interpersonal and customer service skills.
- Experience troubleshooting hardware, software, and networks.
- Experience using and installing software applications.
- Ability to resolve technical issues under pressure.
Responsibilities
- Follow standard operating, ticketing procedures, and work instructions to image and update computers and resolve computer and software application issues for new and existing employees.
- Maintain equipment inventory, process RMAs, and order new equipment.
- Maintain a physical presence at designated service locations and times for computer pickup or delivery to end users.
- Monitor, update, and maintain tickets in the defined ticketing system.
- Respond to tickets, contact users, and plan workload.
- Update, track, and escalate tickets to appropriate levels or groups as needed.
- Sign off on closed tickets with the user and follow up with the end user.
- Provide routine software and hardware troubleshooting support to resolve common IT problems.
- Support IT projects outside the Tech Hub when asked.
- Perform other duties as required.
Benefits
- Medical insurance through UHC (PPO, HSA, and Surest options) or Kaiser (HMO option for California employees only).
- Dental insurance through UHC.
- Vision insurance through Nationwide Vision, provided by UHC.
- Flexible Spending Account for health and dependent care.
- Pre-tax commuter benefit for parking and transit, where available by location.
- Continuing education and professional development through platforms such as Udemy and Coursera.
- Corporate Wellness Program.
- Employee Assistance Program.
- Wellness Days.
- 401(k) plan.
- Basic and supplemental life insurance.
- Short-term and long-term disability insurance.
- Critical illness, critical hospital, and voluntary accident insurance.
- Tuition reimbursement, available six months after start date and subject to a cap.
- Paid Time Off, accrued and prorated, up to 120 hours annually.
- Paid holidays.
- Statutory leaves, paid time, and other ancillary benefits required under state and federal law.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
