Service Desk Specialist

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

Job summary

Sasaki in Boston is seeking a Service Desk Specialist to support design and operations staff with Windows environments and conference room tech.

The role is based in our Boston office, with in-person work a minimum of four days a week, and involves ticketing, onboarding, and asset management. You will join a multidisciplinary team and continuously expand your IT skill set to deliver proactive service.

Qualifications

• Minimum of three years of technical support experience in a Windows environment.
• Experience with virtual desktops and both remote and in-person support.
• Ability to lift 20 lbs.

Responsibilities

• Monitor the service desk ticketing system and serve as the first contact for colleagues with responsive support.
• Maintain high customer service levels, ensuring issues are addressed promptly and professionally.
• Diagnose and resolve problems with Windows OS, virtual desktops, laptops, and network connectivity.
• Elevate complex problems to senior teammates while keeping the user informed.
• Update ticket documentation with issues, steps, and solutions.
• Identify recurring issues and work with the team to address trends.
• Create knowledge base articles on basic system operations and troubleshooting steps.
• Prepare computers and accounts for onboarding, offboarding, and upgrades.
• Assist with software install requests, scripting, and automated deployments.
• Maintain accurate inventory of workstations and IT assets.
• Provide in-person support for conference rooms and urgent requests.

Skills

Customer service

Information security

Troubleshooting

Communication

Physical ability

Tools

Virtual Desktops

Job description

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Service Desk Specialist

5 days ago Requisition ID: 1242

Salary Range: $75,000.00 To $83,000.00 Annually

Desktop Support Specialist

Location: Boston, MA

Department: Information Technology

Reports To: Help Desk Manager

Sasaki is a 300+ person international planning and design firm headquartered in Boston, MA, with locations in Denver, New York, Los Angeles, and Shanghai. We have a dynamic and creative culture with a reputation and body of work that spans over seventy years.

Sasaki is looking for an innovative, self-driven, and experienced Service Desk Specialist to join our multidisciplinary firm. This position is based out of our Boston office. Sasaki works in person, in office a minimum of 4 days a week

The Service DeskSpecialist is responsible for supporting all of the technology equipment and software used by our design and operations staff with a high level of service. This includes responding to service desk requests, troubleshooting conference room technology, preparing laptops, managing account access, etc. They are also expected to participate in team meetings, project planning, and troubleshooting sessions when not actively assisting users, to proactively learn more about the technologies, initiatives and practices across the firm and expand their skills and contributions.

This role requires a minimum of three years of technical support experience in a Windows environment, preferably with virtual desktop experience and both remote and in-person support.

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 elevate 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

REQUIRED SKILLS

• Strong drive to provide excellent customer service and experience, with an ability to prioritize tasks based on deadlines, capacity, stakeholders, and budget
• Understanding and appreciation for information security within systems and user devices
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
• Demonstrated written and oral communication skills and an ability to communicate with employees at all levels of the organization
• Ability to lift 20lbs