Service Desk Specialist

Sasaki Associates is hiring a Service Desk Specialist to support the technology used by design and operations teams. This role is based in our Boston office with onsite work a minimum of 4 days per week. You will be the first stop for colleagues reaching out through the service desk, helping them resolve issues and keep work moving across virtual desktops, Windows systems, SaaS applications, and conference room technology.

Responsibilities

• Monitor the service desk ticketing system and act as the first point of contact for colleagues, delivering responsive and empathetic support
• Maintain a high standard of customer service so users feel heard and receive prompt, professional resolution
• Diagnose and resolve issues independently across virtual desktops, Windows OS, desktop and SaaS software, laptops, and network connectivity
• Identify when problems need advanced support and escalate to senior teammates while keeping users informed
• Update ticket documentation with detailed records of symptoms, troubleshooting steps, and outcomes
• Spot recurring issues and trends to help the team address root causes proactively
• Provide end-user guidance and help create knowledge base articles for common system operations, software use, troubleshooting steps, and tips
• Prepare computers and accounts for onboarding, offboarding, and upgrades
• Support software install requests, basic scripting, and automated deployments
• Maintain accurate inventory for workstations, software, and other IT assets
• Deliver in-person assistance for conference rooms, equipment check-outs, or urgent requests

Requirements

• 3+ years of technical support experience in a Windows environment, preferably including virtual desktop experience and both remote and in-person support
• Strong commitment to excellent customer service, with the ability to prioritize using deadlines, capacity, stakeholders, and budget
• Understanding and appreciation for information security across systems and user devices
• Resourcefulness and quick-thinking for troubleshooting new or critical technical issues
• Proven written and oral communication skills, with the ability to communicate with employees at all levels
• Ability to lift 20 lbs

Additional Role Details

In addition to supporting service desk requests, you will troubleshoot conference room technology, prepare laptops, and manage account access. When not actively assisting users, you will participate in team meetings, project planning, and troubleshooting sessions to learn more about technologies, initiatives, and practices across the firm.

Location: Boston, MA (onsite, minimum 4 days/week)
Compensation: USD 75,000 - 83,000 per year