Service Desk Specialist III

Astreya; Cambridge (MA); Vor Ort; USD 63.000 - 104.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

401k plan

Paid time off

Paid holidays

Tuition reimbursement

Commuter benefits

Zusammenfassung

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

Qualifikationen

• 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

Aufgaben

• 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.

Kenntnisse

Customer service

Hardware troubleshooting

Software troubleshooting

Networking

VPN access

Communication

Independent work

Teamwork

Ausbildung

Bachelor’s degree

Tools

Ticketing system

Jobbeschreibung

## Service Desk Specialist IIIApply: Cambridge, MA: Full time: Posted Today: R0017435****What this Job Entails:****The Service Desk Specialist III will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.****Scope:***** Resolves a wide range of issues in creative ways* Seasoned, experienced professional with a full understanding of their speciality* Works on problems of a diverse scope* Receives little instruction on day to day work, general instruction on new assignments****Your Roles and Responsibilities:***** Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.* Maintain equipment inventory, including processing RMAs and ordering new equipment.* Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.* Monitoring, updating and maintaining tickets in a defined ticketing system.* Responds to tickets, contacts users and plans workload.* Update, track and escalate the ticket to appropriate levels/group for resolution as required.* Sign off on closed tickets with the user to include follow up specifically to the end user.* Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.* Support access to corporate network/wireless and applications both on the network as well as over VPN.* Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position****Required Qualifications/Skills:***** Bachelor’s degree (B.S/B.A) from four-college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience* Networks with senior internal and external personnel in own area of expertise* Demonstrates good judgment in selecting methods and techniques for obtaining solutions* Ability to work independently with minimal supervision* Excellent coordination skills and a team player* Ability to identify issues and escalate as needed* Excellent written and oral communication skills* Strong interpersonal and customer service skills* Experience with hardware, software, and network troubleshooting* Experience with software application use and installation* Ability to resolve technical issues under pressure****Physical Demand & Work Environment:***** Must have the ability to perform office-related tasks which may include prolonged sitting or standing* Must have the ability to move from place to place within an office environment* Must be able to use a computer* Must have the ability to communicate effectively* Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers**Salary Range**$62,640.00 - $104,400.00 USD (Salary)* *Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.** *Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.***Astreya** **offers comprehensive** **b****enefits to all Regular, Full-Time Employees,** **including:*** Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only* Dental provided through UHC* Nationwide Vision provided by UHC* Flexible Spending Account for Health & Dependent Care* Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)* Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera* Corporate Wellness Program provided by Goomi Group* Employee Assistance Program* Wellness Days 401k Plan* Basic and Supplemental Life Insurance* Short Term & Long Term Disability* Critical Illness, Critical Hospital, and Voluntary Accident Insurance* Tuition Reimbursement (available 6 months after start date, capped)* Paid Time Off (accrued and prorated, maximum of 120 hours annually)* Paid Holidays* Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law