Analyst, Service Desk Technician

About the role

The Analyst, Service Desk Technician role at Revantage is responsible for resolving, responding to, and managing inquiries through various channels such as telephone, self-service, email, voicemail, callbacks, and walk-ups. This role involves installing new and recycled PCs, configuring and troubleshooting network components, performing PC operating system and software installations, and using ServiceNow software to manage work orders and customer profiles.

Responsibilities

• Install new and recycled PCs and various hardware upgrade components.
• Install, configure, and troubleshoot network components for all networked personal computers and printers.
• Perform PC operating system and software installation and performance tuning.
• Use ServiceNow software to create, edit, update, and close work order tickets and customer profiles.
• Work in conjunction with Revantage Service Desk specialists and other support teams to resolve customer and support issues.
• Configure, deploy, and support company issued mobile devices.
• Care for the 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 and prioritize and implement corrective measures.
• Maintain 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.
• Manage hybrid schedule with 3 days in office and 2 days remote.

Requirements

• Required Bachelor’s degree or foreign equivalent in Information Systems or a related field, plus 2 years of experience as a Computer Systems Administrator, Computer Systems Analyst, or related.
• Skills: Microsoft Active Directory (user account management), Exchange, Office 365 (applications, email, messaging, collaboration), MS Teams. Windows Server (20XX), Windows 7/8/11 (laptop/desktop support), iOS and Android (mobile device support).
• Skills: Installation, configuration, and support of Microsoft Office and assorted software applications; knowledge of Office 365 as a SaaS platform; Troubleshooting and resolution of hardware/software issues (internet, VPN, email, browser, authentication/Okta); Administration of Microsoft Intune, Azure, and Office 365 for device, identity, and application management.

Qualifications

• Required Bachelor’s degree or foreign equivalent in Information Systems or a related field, plus 2 years of experience as a Computer Systems Administrator, Computer Systems Analyst, or related.
• Skills: Microsoft Active Directory (user account management), Exchange, Office 365 (applications, email, messaging, collaboration), MS Teams. Windows Server (20XX), Windows 7/8/10/11 (laptop/desktop support), iOS and Android (mobile device support).
• Skills: Installation, configuration, and support of Microsoft Office and assorted software applications; knowledge of Office 365 as a SaaS platform; Troubleshooting and resolution of hardware/software issues (internet, VPN, email, browser, authentication/Okta); Administration of Microsoft Intune, Azure, and Office 365 for device, identity, and application management.

Benefits

• Base Compensation Range: $63,898.00 To $79,508.00 Annually.
• Total Direct Compensation: This job is also eligible for discretionary bonus and incentive compensation on an annual basis.
• Benefits: Health insurance coverage, retirement savings plan, paid holidays and paid time off (PTO).