Service Desk Specialist III

Astreya•Seattle, WA

6d•$30 - $50

About The Position

What this Job Entails: The Service Desk Specialist III will support one of Astreya’s key clients. The role will be responsible for troubleshooting desktop/computer and mobile device hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures. Scope: Resolves a wide range of issues in creative ways Seasoned, experienced professional with a full understanding of their specialty Works on problems of a diverse scope Receives little instruction on day to day work, general instruction on new assignments

Requirements

Minimum 3-5 years of Service Desk/IT Help Desk experience in an enterprise environment.
Demonstrates sound judgment in selecting methods and techniques for obtaining solutions
Ability to work independently with minimal supervision
Proactive and curious mindset
Excellent coordination skills and a team player
Ability to identify issues and escalate as needed
Strong professional interpersonal and customer service skills
Ability to resolve technical issues under pressure
Demonstrated clear and effective verbal & written communication skills.
Excellent Customer Service experience and follow through with attention to detail.
Expertise with Windows operating system, Office 365 suite and other Microsoft applications and toolsets.
Experience troubleshooting hardware and software for Android and iPhone devices in a professional office environment.
Experience with mobile phone provisioning and set up in a professional office environment.
Experience using an IT Knowledge Base and ticketing system, preferably ServiceNow.
Experience applying ITSM best practices to Incident and Service Requests management.
Knowledge of Entra ID.

Nice To Haves

Apple Device Certification, Windows certifications, KCS certification, CompTIA A+, and/or other relevant certification or training.
Experience utilizing AI platforms such as Microsoft Copilot or ChatGPT in your daily work and within support scenarios with end users.
Working knowledge in the use of audio-visual equipment.

Responsibilities

Use of client’s ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology.
Conduct troubleshooting using documented procedures and available tools as well as your own independent research.
Act as customer advocate/liaison to other support staff.
Initiate escalations as appropriate to ensure management is aware of problems that are severe in nature or that exceed documented targets.
Install and configure Computer and Mobile hardware and software in accordance with published policies/procedures.
Deploy and recover computer and peripheral equipment.
Install, configure, and support hardware, software and peripherals to end user devices.
Perform IT-related Move/Add/Change duties for all employees.
Perform IT-related setup, support, and breakdown for large meetings or convenings.
Track IT hardware assets and their respective configurations for potential reuse or retirement.
Create and document routine IT processes and procedures.
Balance the demands of daily and routine assignments with long-term projects.
Develop strong relationships with internal customers, vendors, affiliates, and peers.
Maintain physical presence at designated service locations to support the employee base.
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Benefits

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