In-Office IT Service Desk Specialist

Sasaki Associates, Inc.; Boston (MA); On-site; USD 75,000 - 83,000; Full time

Job summary

Sasaki Associates, Inc. in Boston, MA is seeking a Service Desk Specialist to support all technology for design and operations staff. This role is based in our Boston office, with in-person work four days a week.

You will handle service desk requests, troubleshoot conference room tech, prepare laptops, manage accounts, and contribute to knowledge base articles while learning across the firm's initiatives.

Qualifications

• Minimum three years of technical support experience in a Windows environment.
• Experience with virtual desktops and both remote and in-person support preferred.
• Strong written and verbal communication skills with a focus on customer service.

Responsibilities

• Contribute to monitoring the service desk ticketing system and serve as the first point of contact for colleagues, providing responsive and empathetic support.
• Maintain a high level of customer service, ensuring that users feel heard and that their issues are addressed promptly and professionally.
• Diagnose and independently solve problems with virtual desktops, Windows OS, desktop and SaaS software, laptops, network connectivity.
• Recognize when complex problems require advanced support and escalate to more senior teammates, while ensuring ongoing communication with the user.
• Update ticket documentation, including detailed records of issues, steps taken, and solutions.
• Identify recurring issues and trends to proactively address with the team.
• Provide guidance to end-users and contribute knowledge base articles on basic system operations, software use, common troubleshooting steps, and helpful tips.
• Prepare computers and accounts for onboarding, offboarding, and upgrades.
• Assist with software install requests, basic scripting, and automated deployments.
• Manage an accurate inventory of workstations, software, and other IT assets.
• Provide in-person support for conference rooms, equipment check-outs, or urgent requests.

Skills

Customer service

Information security

Troubleshooting

Communication

Lifting 20 lbs

Job description

Sasaki Associates, Inc. in Boston, MA is seeking a Service Desk Specialist to support all technology for design and operations staff. This role is based in our Boston office, with in-person work four days a week.

You will handle service desk requests, troubleshoot conference room tech, prepare laptops, manage accounts, and contribute to knowledge base articles while learning across the firm's initiatives.