Service Desk Specialist III

Astreya•Cambridge, MA

10h•$62,640 - $104,400

About The Position

The Service Desk Specialist III supports one of Astreya’s key clients by troubleshooting and resolving desktop, computer hardware, and software issues while delivering excellent customer service to end users. The role requires eagerness to learn and to apply that learning in accordance with company and client policies and procedures. It is a seasoned professional role covering a diverse scope of problems, generally performed with little day-to-day instruction and general instruction on new assignments. The specialist follows standard operating, ticketing, and work procedures to image and update computers and resolve hardware, software, and application issues for new and existing employees. The position also maintains equipment inventory, handles RMAs and equipment orders, supports access to corporate network and wireless resources and applications on-site and over VPN, and manages tickets through resolution, escalation, closure, and end-user follow-up. The role requires a physical presence at designated service locations and times for equipment pickup or delivery. The salary range is $62,640–$104,400 USD in base pay. Astreya offers comprehensive benefits to regular, full-time employees, subject to applicable eligibility and plan terms.

Requirements

Bachelor’s degree (B.S./B.A.) from a four-year college or university and 5 to 8 years of related experience and/or training, or an equivalent combination of education and experience.
Networks with senior internal and external personnel in the area of expertise.
Demonstrates 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 with hardware, software, and network troubleshooting.
Experience using and installing software applications.
Ability to resolve technical issues under pressure.
Ability to perform office-related tasks that may involve prolonged sitting or standing, move within an office environment, use a computer, and communicate effectively.
Some positions may require occasional repetitive wrist, hand, and/or finger movements.

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, including processing RMAs and ordering new equipment.
Maintain a physical presence at designated service locations and times for employees to pick up computers or receive equipment delivery.
Monitor, update, and maintain tickets in the defined ticketing system.
Respond to tickets, contact users, and plan workload.
Update, track, and escalate tickets to the appropriate levels or groups for resolution as needed.
Sign off on closed tickets with the user and follow up specifically with the end user.
Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
Support access to the corporate network, wireless resources, and applications both on the network and over VPN.
Perform other duties as required.

Benefits

Medical insurance through UHC (PPO, HSA, and Surest options) or, for California employees only, Kaiser (HMO option).
Dental insurance through UHC.
Vision insurance through Nationwide Vision by UHC.
Flexible Spending Account for health and dependent care.
Pre-tax commuter benefit account for parking and transit, depending on location.
Continuing education and professional development through platforms such as Udemy and Coursera.
Corporate wellness program provided by Goomi Group.
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 capped.
Paid time off, accrued and prorated, up to 120 hours annually.
Paid holidays.
Other statutory leaves, paid time, or ancillary benefits required under state and federal law.