Analyst, Service Desk Technician

About Us

Revantage, a Blackstone Real Estate portfolio company, is a global provider of corporate services. With a corporate purpose of ‘In Pursuit of Better,’ Revantage delivers value-added services and world-class talent for Blackstone Real Estate portfolio companies, spanning diverse asset classes, including residential, logistics, office, hospitality and retail sectors. Headquartered in Chicago, the company’s footprint extends across North America, Europe and Asia Pacific. Rooted in a commitment to collaboration and inclusivity, Revantage goes beyond traditional corporate services and acts as a trusted partner. Across offerings that include finance, technology, human resources and operations, Revantage proactively anticipates stakeholder needs, recruits exceptional talent and enables its business partners to thrive.

Our Culture

Our people are our most important asset, enabling Blackstone portfolio companies and investments to scale and thrive. Together, we foster a workplace where everyone can be themselves, enabling them to do their best work. At Revantage, we have exceptional people who live our values and help us pursue better every day. Our culture is built on our shared core values and commitment to be:

• Learners – We learn from our challenges and successes
• Leaders – We commit to continuous improvement
• Enthusiasts – We face challenges with optimism and believe anything is possible
• Achievers – We expect high standards for ourselves and enable the success of our teams
• Partners – We deliver value and positive impact to our partners

About the Role

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.

Responsibilities

• 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, including 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

Requirements

• 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 Qualifications

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

Pay

Base Compensation Range: $70,000.00 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.

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)

Perks

• Competitive salary, overall compensation, and 401(k)
• Work-life balance offerings including:
  • 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