WHY THIS ROLE IS VALUABLE

The Analyst, Service Desk Technician will deliver excellent technical support with a high degree of customer satisfaction, timeliness, accuracy, and consistency. This individual will work with the Revantage Service Desk customers to provide solutions to problems to ensure customer productivity. Other duties include installing and troubleshooting hardware, software, printers, wireless devices, and operating system problems for personal computers inside the multiple environments we support.

HOW YOU ADD VALUE

• Research, resolve, and respond to questions received via telephone, self-service, email, voicemail, callbacks, and walk-ups in a timely manner, in accordance with the current IT service level agreements
• Install new and recycled PCs and various hardware upgrade components. This includes swapping old/new computers for customers in a break fix environment.
• Acquire and maintain current knowledge of the relevant hardware and applications used by the customers of the Revantage Service Desk.
• Install, configure, and troubleshoot network components for all networked personal computers and printers for all companies supported by the Revantage Service Desk
• Perform PC operating system and software installation and performance tuning including, but not limited to, memory optimization, and software application settings (standard and custom)
• Use ServiceNow software to create, edit, update and close work order tickets and customer profiles as needed
• Work in conjunction with Revantage Service Desk specialists and other support teams in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction
• Configure, deploy, and support company issued mobile devices
• Coordinate disposal of all IT Endpoint related equipment
• Provide enterprise level workstation management including compatibility testing, update distribution, reporting compliance and troubleshooting
• Identify desktop application and OS vulnerabilities while prioritizing and implementing corrective measures
• Maintenance of desktop management services including remote control, software distribution, asset management, and virus protection services
• Maintain "SOE's" (Start Of Employment) and "EOE's" (End Of Employment) of user access and hardware as part of an asset management system.
• Other duties as assigned

WHAT YOU BRING TO THE ROLE

Required:

• Bachelor's degree in Information Systems or similar experience
• Minimum of 2-3 years of work experience in IT Support
• Ability to self-direct work and resolve issues without assistance
• Provide a "White Glove" support experience in person and remotely for all users
• Support experience and knowledge of Microsoft Active Directory, Exchange, Office 365, MS Teams, Windows Server 20XX, Windows 7/8/10/11, iOS, Android, etc.
• Installation and support experience with MS Office and various assorted software applications
• Ability to multi-task in a variety of support roles
• Efficient and available to assist all local users and remote traveling users
• Some/minimal travel required, sometimes at short notice
• Excellent customer service and communication skills
• Work well with others and individually to complete projects effectively
• Ability to juggle multiple, competing priorities
• While performing the duties of this job, the employee must regularly lift and/or move up to 50 pounds

Preferred:

• Mobile device management and iPhone
• Encryption (i.e. BitLocker) and VPN client
• Mac Support

Base Compensation Range:
$74,000.00 To $93,000.00 Annually. This represents the presently-anticipated low and high end of the Company's base compensation range for this position. Actual base compensation range may vary based on various factors, including but not limited to location and experience.

Total Direct Compensation:

This job is also eligible for discretionary bonus and incentive compensation on an annual basis.

Benefits: The Company provides a variety of benefits to employees, including health insurance coverage, retirement savings plan, paid holidays and paid time off (PTO).

The additional total direct compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility.

Perks for You

• Competitive salary, overall compensation, and 401(k)
• Work-life balance offerings include:
  
  • Hybrid Work Policy
  • Productivity Hours - weekly meeting-free work time
  • Summer Fridays
  • Work From Anywhere Month
• In-house and external learning & development opportunities
• Generous health insurance and wellness benefits

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