Service Desk Specialist lll

Astreya; Seattle (WA); On-site; USD 62,000 - 105,000; Full time

Job summary

A leading company seeks a Service Desk Specialist lll to resolve diverse IT issues and support users effectively. Candidates should have extensive experience in IT help desk operations within an enterprise environment. The role includes troubleshooting, customer interaction, and maintaining IT processes. Comprehensive benefits and a competitive salary range of $62,640 - $104,400 are offered.

Benefits

Medical insurance options

401k Plan

Tuition Reimbursement

Paid Time Off

Corporate Wellness Program

Qualifications

• 3-5 years of Service Desk/IT Help Desk experience.
• Ability to work independently with minimal supervision.
• Demonstrated effective verbal & written communication skills.

Responsibilities

• Track customer issues using the ticketing system.
• Support computer and mobile hardware/software.
• Initiate escalations for severe problems.

Skills

Problem-solving

Customer Service

Communication

Windows Operating System

Hardware Troubleshooting

Education

Relevant Certifications (CompTIA A+, etc.)

Tools

Zendesk

ServiceNow

Job description

Service Desk Specialist lll

Scope:

• Resolves a wide range of issues in creative ways

• Seasoned, experienced professional with a full understanding of their specialty

• Works on problems of a diverse scope

• Receives little instruction on day to day work, general instruction on new assignments

Your Roles and Responsibilities:

• Use of client’s ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.

• Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology.

• Conduct troubleshooting using documented procedures and available tools as well as your own independent research.

• Act as customer advocate/liaison to other support staff.

• Initiate escalations as appropriate to ensure management is aware of problems that are severe in nature or that exceed documented targets.

• Install and configure Computer and Mobile hardware and software in accordance with published policies/procedures.

• Deploy and recover computer and peripheral equipment.

• Install, configure, and support hardware, software and peripherals to end user devices.

• Perform IT-related Move/Add/Change duties for all employees.

• Perform IT-related setup, support, and breakdown for large meetings or convenings.

• Track IT hardware assets and their respective configurations for potential reuse or retirement.

• Create and document routine IT processes and procedures.

• Balance the demands of daily and routine assignments with long-term projects.

• Develop strong relationships with internal customers, vendors, affiliates, and peers.

• Maintain physical presence at designated service locations to support the employee base.

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Minimum 3-5 years of Service Desk/IT Help Desk experience in an enterprise environment.

• Demonstrates sound judgment in selecting methods and techniques for obtaining solutions

• Ability to work independently with minimal supervision

• Proactive and curious mindset

• Excellent coordination skills and a team player

• Ability to identify issues and escalate as needed

• Strong professional interpersonal and customer service skills

• Ability to resolve technical issues under pressure

• Demonstrated clear and effective verbal & written communication skills.

• Excellent Customer Service experience and follow through with attention to detail.

• Expertise with Windows operating system, Office 365 suite and other Microsoft applications and toolsets.

• Experience troubleshooting hardware and software for Android and iPhone devices in a professional office environment.

• Experience with mobile phone provisioning and set up in a professional office environment.

• Experience using an IT Knowledge Base and ticketing system (Zendesk, ServiceNow, etc).

• Experience applying ITSM best practices to Incident and Service Requests management.

• Knowledge of Entra ID.

Preferred Qualifications:

• Apple Device Certification, Windows certifications, KCS certification, CompTIA A+, and/or other relevant certification or training

• Working knowledge in the use of audio-visual equipment

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 Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through Cigna (DPPO & DHMO options)

• Nationwide Vision provided through VSP

• 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

• Employee Assistance Program

• Wellness Days

• 401k Plan

• Basic Life, Accidental Life, 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 fringe benefits required under state and federal law