Service Desk Specialist III - Onsite Tech Hub

Astreya Partners, LLC; Chicago (IL); On-site; USD 41,000 - 69,000; Full time

Benefits offered by this job

Medical provided through UHC (PPO, HSA

Medical provided through Kaiser (HMO,)

Job summary

Astreya Partners, LLC is seeking a Service Desk Specialist III to support one of our key clients at the downtown Tech Hub. You will troubleshoot desktop hardware and software issues and deliver excellent customer service to end users onsite.

You should be eager to learn, work with minimal supervision, and participate in IT projects as needed while following client policies.

Qualifications

• Bachelor’s degree or 3–5 years related experience.
• Demonstrates good judgment in selecting methods and techniques for solutions.
• Ability to work independently with minimal supervision.
• Excellent written and oral communication skills.
• Strong interpersonal and customer service skills.
• Experience with hardware, software, and network troubleshooting.
• Experience with software installation and use.
• Ability to resolve technical issues under pressure.

Responsibilities

• Image, update and resolve computer and software issues for new and existing employees.
• Maintain equipment inventory and process RMAs.
• Remain onsite at designated service locations to assist employees.
• Monitor, update and maintain tickets in a defined ticketing system.
• Respond to tickets, contact users and plan workload.
• Escalate tickets to appropriate levels as needed.
• Close tickets with user follow-up.
• Provide routine hardware/software troubleshooting for employees.
• Assist on IT projects outside the Tech Hub as required.

Skills

Excellent communication

Customer service

Hardware troubleshooting

Software troubleshooting

Team player

Independent worker

Education

Bachelor’s degree

3-5 years related experience

Tools

Ticketing system

Job description

What this Job Entails

The Service Desk Specialist III will support one of Astreya’s key clients at their downtown office's Tech Hub, a designated IT support area for 'walk-up' end user support. 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: Working onsite and directly with end users to resolve a wide range of desktop support issues Provide prompt and friendly support to end users May be asked to work on various IT projects outside of the Tech Hub

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 elevate 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.


• Other duties as required.

Required Qualifications/Skills

• Bachelor’s degree (B.S/B.A), and/or 3 - 5 years’ of related experience or equivalent combination of education and experience


• 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 upgrade 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

$30.12 - $50.19 USD (Hourly) 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.

Benefits

• 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

About Astreya

Astreyans bring deep expertise, curiosity, and a commitment to excellence.

We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth.

At Astreya, transparency, accountability, and trust guide how we work with each other and our customers.

We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact.

Join us to build solutions that matter and shape the future of IT together.

Onwards and upwards!