Service Desk Specialist III - Onsite Tech Hub

Astreya•Chicago, IL

6d•Onsite

About The Position

The Service Desk Specialist III supports one of Astreya’s key clients at a downtown office Tech Hub, a designated area for walk-up end-user IT support. The role troubleshoots and resolves desktop, computer hardware, software, and application issues while providing prompt, friendly customer service. The specialist works onsite directly with end users, applies company and client policies and procedures, and may also be asked to work on IT projects outside the Tech Hub.

Requirements

Bachelor’s degree (B.S./B.A.) and/or 3–5 years of related experience, or an equivalent combination of education and experience.
Good judgment in selecting methods and techniques for obtaining solutions.
Ability to work independently with minimal supervision.
Strong coordination skills and ability to work as a team player.
Ability to identify issues and escalate them 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.
Ability to perform office-related tasks that may involve prolonged sitting or standing.
Ability to move from place to place within an office environment.
Ability to use a computer and communicate effectively.
Some positions may require occasional repetitive movements of the wrists, hands, and/or fingers.

Responsibilities

Follow standard operating procedures, 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 so employees can pick up computers or receive equipment delivery.
Monitor, update, and maintain tickets in the designated ticketing system.
Respond to tickets, contact users, and plan workload.
Update, track, and escalate tickets to appropriate levels or groups for resolution as needed.
Confirm closed tickets with users and follow up with end users.
Provide routine software and hardware troubleshooting support to resolve common IT problems.
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 Nationwide.
Vision insurance through UHC.
Flexible Spending Account for health and dependent care.
Pre-tax commuter benefit for parking and transit, where available.
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 after six months and subject to a cap.
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.