Service Desk Specialist III

## Service Desk Specialist IIIApply:
Cambridge, MA:
Full time:
Posted Today:
R0017435
**** What this Job Entails:
**** The Service Desk Specialist III will support one of Astreya’s key clients. 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:
***** Resolves a wide range of issues in creative ways
* Seasoned, experienced professional with a full understanding of their speciality
* Works on problems of a diverse scope
* Receives little instruction on day to day work, general instruction on new assignments
**** 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 escalate 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.
* Support access to corporate network/wireless and applications both on the network as well as over VPN.
* Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
**** Required Qualifications/

Skills:

***** Bachelor’s degree (B.S/B.A) from four-college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience
* Networks with senior internal and external personnel in own area of expertise
* 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 escalate 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**$62,640.00 - $ 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…