Service Desk Specialist
On-site (min 4 days/week) service desk role at Sasaki, a 300+ person planning and design firm in Boston. Day to day: first point of contact on the ticketing system, troubleshooting Windows and virtual desktops, laptops, SaaS apps and network issues, prepping machines/accounts, conference room AV support, and IT asset inventory.
- Compensation
- Not disclosed
- Location
- Boston, MA, US
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Minimum 3 years of technical support experience in a Windows environment
- Strong drive to provide excellent customer service; ability to prioritize tasks by deadlines, capacity, stakeholders, and budget
- Understanding and appreciation for information security within systems and user devices
- Resourcefulness and quick-thinking to troubleshoot new and critical technical issues
- Demonstrated written and oral communication skills with employees at all levels
- Ability to lift 20 lbs
Nice to have
- Virtual desktop experience
- Experience with both remote and in-person support
Full description
Desktop Support SpecialistLocation: Boston, MA
Department: Information Technology
Reports To: Help Desk Manager
Sasaki is a 300+ person international planning and design firm headquartered in Boston, MA, with locations in Denver, New York, Los Angeles, and Shanghai. We have a dynamic and creative culture with a reputation and body of work that spans over seventy years.
Sasaki is looking for an innovative, self-driven, and experienced Service Desk Specialist to join our multidisciplinary firm. This position is based out of our Boston office. (Sasaki works in person, in office a minimum of 4 days a week)
The Service Desk Specialist is responsible for supporting all of the technology equipment and software used by our design and operations staff with a high level of service. This includes responding to service desk requests, troubleshooting conference room technology, preparing laptops, managing account access, etc. They are also expected to participate in team meetings, project planning, and troubleshooting sessions when not actively assisting users, to proactively learn more about the technologies, initiatives, and practices across the firm and expand their skills and contributions.
This role requires a minimum of three years of technical support experience in a Windows environment, preferably with virtual desktop experience and both remote and in-person support.
RESPONSIBILITIES
- Contribute to monitoring the service desk ticketing system and serve as the first point of contact for colleagues, providing responsive and empathetic support
- Maintain a high level of customer service, ensuring that users feel heard and that their issues are addressed promptly and professionally
- Diagnose and independently solve problems with virtual desktops, Windows OS, desktop and SaaS software, laptops, network connectivity
- Recognize when complex problems require advanced support and escalate to more senior teammates, while ensuring ongoing communication with the user
- Update ticket documentation, including detailed records of issues, steps taken, and solutions
- Identify recurring issues and trends to proactively address with the team
- Provide guidance to end-users and contribute knowledge base articles on basic system operations, software use, common troubleshooting steps, and helpful tips
- Prepare computers and accounts for onboarding, offboarding, and upgrades
- Assist with software install requests, basic scripting, and automated deployments
- Manage an accurate inventory of workstations, software, and other IT assets