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Astreya · 2 weeks ago

Service Desk Specialist III

Seattle, WA

Full-time

Onsite

Mid Level

$30.12/hr - $50.19/hr

3+ years exp

Astreya is a company focused on delivering excellent customer service in IT support, and they are seeking a Service Desk Specialist III to support one of their key clients. The role involves troubleshooting hardware and software issues for desktop and mobile devices, while maintaining strong relationships with customers and ensuring efficient service delivery.

ConsultingInformation TechnologyRecruiting

H1B Sponsor Likely

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

Qualification

Service Desk experienceWindows operating systemOffice 365 suiteIT Knowledge BaseCustomer service skillsTroubleshooting hardware/softwareMobile device supportITSM best practicesCoordination skillsProactive mindsetApple Device CertificationCompTIA A+Audio-visual equipment knowledgeEffective communicationTeam playerAttention to detail

Required

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

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

Benefits

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

Company

Astreya

Glassdoor3.4

Astreya is an information technology (IT) services company, provides IT talent outsourcing and infrastructure services to enterprises.

Founded in 2001

Santa Clara, California, USA

1001-5000 employees

http://astreya.com

H1B Sponsorship

Astreya has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (13)

2024 (12)

2023 (7)

2022 (8)

2020 (3)