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Service Desk Specialist III

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locations

Washington, DC

time type

Full time

posted on

Posted 4 Days Ago

job requisition id

R0009689

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 audio-visual

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

Perform IT-related setup, support, and breakdown for large meetings, including audio-visual 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 long-term 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 3-5 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 minimal 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.

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

Experience with IT Knowledge Base and ticketing system.

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

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 audio-visual 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$45,600.00 - $72,000.00 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

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