Senior Service Desk Pro | IT Support & Networking

Astreya; Cambridge (MA); On-site; USD 63,000 - 104,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k plan

Paid time off

Paid holidays

Tuition reimbursement

Commuter benefits

Job summary

Astreya is seeking a Service Desk Specialist III in Cambridge, MA for full-time employment. The role requires troubleshooting desktop hardware and software, delivering strong customer service, and following client policies.

You will image and resolve issues, manage RMAs, and maintain inventory while supporting network access and VPN connections. The ideal candidate has a Bachelor’s degree with 5–8 years of related experience, excellent communication, and the ability to work independently in a

Qualifications

• Bachelor’s degree and 5–8 years’ related experience or equivalent
• Strong customer service skills and interpersonal abilities
• Excellent written and oral communication skills
• Good judgment and problem-solving abilities
• Ability to work independently with minimal supervision
• Experience with hardware, software, and network troubleshooting
• Experience with software installation and software applications

Responsibilities

• Follow standard operating and ticketing procedures to image, update and resolve computer issues
• Maintain equipment inventory and processing RMAs
• Ensure presence at service locations and assist employees with pickup/delivery
• Monitor, update and escalate tickets in the ticketing system
• Communicate with users to plan workload and close tickets
• Provide routine hardware and software troubleshooting and VPN access support
• Support network access and applications over wired/Wi‑Fi and VPN
• Other duties as required.

Skills

Customer service

Hardware troubleshooting

Software troubleshooting

Networking

VPN access

Communication

Independent work

Teamwork

Education

Bachelor’s degree

Tools

Ticketing system

Job description

Astreya is seeking a Service Desk Specialist III in Cambridge, MA for full-time employment. The role requires troubleshooting desktop hardware and software, delivering strong customer service, and following client policies.

You will image and resolve issues, manage RMAs, and maintain inventory while supporting network access and VPN connections. The ideal candidate has a Bachelor’s degree with 5–8 years of related experience, excellent communication, and the ability to work independently in a