Service Desk Specialist Iii - Washington, United States - Astreya Partners

Astreya Partners

Verified Company

Washington, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

What this Job Entails:
The Service Desk Specialist III will support one of Astreya's key clients.

The role will be responsible for troubleshooting 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 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 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 audiovisual technology.
Conduct troubleshooting using documented procedures and available tools.
Act as customer advocate/liaison to other support staff.
Initiate escalations as appropriate to ensure management is awareness 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.
Deployment and recovery of computer and peripheral equipment.
Installs, configures, and supports hardware, software and peripherals to end user workstations.
Performs ITrelated Move/Add/Change duties for all employees.
Perform ITrelated setup, support, and breakdown for large meetings, including audiovisual equipment.
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 longterm projects.
Develop strong relationships with internal customers, vendor, affiliates, and peers.
Maintain physical presence at designated service locations to support 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 35 years of Service Desk/IT Help Desk experience in an enterprise environment.
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Ability to work independently with mínimal supervision
Proactive and curious mindset
Excellent coordination skills and a team player
Ability to identify issues and escalate as needed
Excellent written and oral communication skills
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.
Experience with IT Knowledge Base and ticketing system.
Knowledge of Azure Active Directory.
Experience with AV technology and supporting various unified communications platforms (Zoom & Teams).

Preferred Qualifications:

Working knowledge in the use of audiovisual equipment, live meeting support, break/fix
Apple Device Certification, Windows certifications, KCS certification, CompTIA A+, and/or other relevant certification or training
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

$45, $72,000.00 USD (Salary)
- _ 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 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 Volu