Service Desk Specialist III job opportunity at Astreya.

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DateMore Than 30 Days Ago bot
Astreya Service Desk Specialist III
Experience: 5-years
Pattern: full-time
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loacation Seattle, WA, United States Of America
loacation Seattle, WA....United States Of America

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 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 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+, 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 Salary Range $30.12 - $50.19 USD (Hourly) 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 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 hours annually) Paid Holidays Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

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