Service Desk Specialist III

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

Benefits offered by this job

Medical and dental coverage

Vision coverage

401k Plan

Paid Time Off

Paid Holidays

Tuition Reimbursement

Continuing Education and Professional

Wellness program

Family/Dependent benefits

Job summary

Astreya in Cambridge, MA is seeking a Service Desk Specialist III to support one of its key clients. You will troubleshoot and resolve desktop hardware and software issues, deliver strong customer service, and follow standard ticketing procedures.

The role requires 5 to 8 years of related experience, a Bachelor's degree, and the ability to work independently. You will manage inventory, RMAs, and remote access, and communicate effectively with end users.

Qualifications

• Bachelor's degree and 5–8 years of related experience or equivalent combination of education and experience.
• Experience with hardware, software, and network troubleshooting.
• Excellent written and oral communication skills and strong customer service orientation.
• Ability to work independently with minimal supervision and collaborate as a team player.

Responsibilities

• Follow ticketing procedures to image, update and resolve computer and software issues for employees.
• Maintain equipment inventory including processing RMAs and ordering replacements.
• Be present at service locations to hand off devices to end users or receive returns.
• Monitor and update tickets in the ticketing system and escalate as needed.
• Provide routine hardware/software troubleshooting and support access to corporate networks and VPN.
• Sign off on closed tickets with end users and perform follow-up communication.

Skills

Customer service

Written communication

Verbal communication

Independent work

Team player

Problem solving

Network troubleshooting

Hardware troubleshooting

Software troubleshooting

VPN access

Time management

Education

Bachelor's degree (B.S/B.A) from college or university

Tools

Ticketing system

Asset management software

RMA processing

Remote access tools

VPN

Job description

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 escalation 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 elevate 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

  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 benefits 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