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
