Service Desk Specialist lll

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 and mobile device 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 ServiceNow 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, preferably ServiceNow.

• 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+, ServiceNow training and certification, and/or other relevant certification or training.

• Experience utilizing AI platforms such as Microsoft Copilot or ChatGPT in your daily work and within support scenarios with end users.

• 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