Service Desk Specialist

Sasaki Associates•Boston, MA

10d•Onsite

About The Position

Sasaki is seeking an innovative, self-driven, and experienced Service Desk Specialist to support the technology equipment and software used by the firm’s design and operations staff. The role provides high-quality service through service desk requests, conference room technology troubleshooting, laptop preparation, account access management, and other technical support. When not actively assisting users, the specialist participates in team meetings, project planning, and troubleshooting sessions to learn about the firm’s technologies, initiatives, and practices and to expand their skills and contributions. The position is based in Sasaki’s Boston office. The firm works in person in the office a minimum of four days per week. The role requires at least three years of technical support experience in a Windows environment; virtual desktop experience and both remote and in-person support experience are preferred.

Requirements

At least three years of technical support experience in a Windows environment.
Strong drive to provide excellent customer service and experience.
Ability to prioritize tasks based on deadlines, capacity, stakeholders, and budget.
Understanding and appreciation of information security within systems and user devices.
Resourcefulness and quick-thinking ability to troubleshoot new and critical technical issues.
Demonstrated written and oral communication skills and ability to communicate with employees at all levels of the organization.
Ability to lift 20 pounds.

Nice To Haves

Virtual desktop experience.
Experience providing both remote and in-person support.

Responsibilities

Monitor the service desk ticketing system and serve as a first point of contact for colleagues, providing responsive and empathetic support.
Provide professional customer service and address users’ issues promptly.
Diagnose and independently resolve problems involving virtual desktops, Windows operating systems, desktop and SaaS software, laptops, and network connectivity.
Recognize complex problems requiring advanced support, escalate them to senior teammates, and maintain communication with the user.
Document tickets with detailed records of issues, steps taken, and solutions.
Identify recurring issues and trends and proactively address them with the team.
Guide end users and contribute knowledge base articles about basic system operations, software use, common troubleshooting steps, and helpful tips.
Prepare computers and accounts for onboarding, offboarding, and upgrades.
Assist with software installation requests, basic scripting, and automated deployments.
Maintain an accurate inventory of workstations, software, and other IT assets.
Provide in-person support for conference rooms, equipment check-outs, and urgent requests.
Participate in team meetings, project planning, and troubleshooting sessions when not actively assisting users.