Service Desk Specialist III

* 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
* 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 Service Now.
* Experience applying ITSM best practices to Incident and Service Requests management.
* Knowledge of Entra .
* Apple Device Certification, Windows certifications, KCS certification, CompTIA A+, 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.
* 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
* * 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.
** Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
* Dental provided through UHC
* Nationwide Vision provided by UHC
* 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 provided by Goomi Group
* Employee Assistance Program
* Wellness Days  401k Plan
* Basic and 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…