Service Desk Specialist

Location: 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

• Provide in-person support for conference rooms, equipment check-outs, or urgent requests

REQUIRED SKILLS

• Strong drive to provide excellent customer service and experience, with an ability to prioritize tasks based on deadlines, capacity, stakeholders, and budget

• Understanding and appreciation for information security within systems and user devices

• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise

• Demonstrated written and oral communication skills and an ability to communicate with employees at all levels of the organization

• Ability to lift 20lbs