Service Desk Agent

Vantor is forging the new frontier of spatial intelligence, helping decision makers and operators navigate what's happening now and shape what's coming next. Vantor is a place for problem solvers, changemakers, and go-getters-where people are working together to help our customers see the world differently, and in doing so, be seen differently. Come be part of a mission, not just a job, where you can: Shape your own future, build the next big thing, and change the world. To be eligible for this position, you must be a U.S. Person, defined as a U.S. citizen, permanent resident, Asylee, or Refugee. Export Control/ITAR: Certain roles may be subject to U.S. export control laws, requiring U.S. person status as defined by 8 U.S.C. 1324b(a)(3). Please review the job details below. Ability to obtain and maintain a TS/SCI or other customer-specific security clearance may be required, depending on the assignment. Position Summary The Service Desk & Deskside Support Analyst is a customer-focused first point of contact for internal technology support. This role receives, records, prioritizes, troubleshoots, and resolves incidents and service requests across the organization, providing clear communication and dependable follow-through from initial contact through resolution. The analyst provides both remote and on-site support for end-user devices, applications, accounts, collaboration tools, and workplace technology services. The role follows corporate policies, security requirements, standard operating procedures, industry best practices, and service-level agreements (SLAs), escalating issues to specialized support teams when appropriate. Essential Duties and Responsibilities Service Desk Operations - Manage inbound and outbound calls, chats, emails, and tickets in a timely, professional, and customer-oriented manner. - Identify user needs, clarify symptoms and business impact, and provide accurate solutions or workarounds. - Use approved scripts, knowledge articles, troubleshooting guides, and diagnostic tools to resolve common issues at first contact. - Create, categorize, prioritize, update, and close incidents and service requests in accordance with team workflows and SLAs. - Monitor ticket queues, aging items, escalations, and service-level performance; communicate status and next steps to customers. - Escalate incidents requiring specialized expertise while retaining ownership and ensuring complete handoff information. Deskside and Endpoint Support - Provide on-site and remote support for Windows and macOS workstations, laptops, monitors, docking stations, printers, peripherals, and mobile devices. - Install, configure, image, replace, and troubleshoot end-user hardware and software in accordance with approved standards. - Support endpoint connectivity, Wi-Fi, VPN, printing, conference-room technology, audio/video equipment, and other workplace technology services. - Use remote-support tools to diagnose and resolve issues while protecting customer privacy and following security controls. - Perform basic account administration and access support, including Active Directory tasks, password assistance, group or permission requests, and joiner/mover/leaver activities as authorized. - Maintain accurate asset, device, and configuration records; coordinate equipment staging, deployment, collection, and return when needed. Google Platform and Collaboration Support - Support Google Workspace services, including Gmail, Google Drive, Docs, Sheets, Slides, Calendar, Meet, Chat, and shared drives. - Assist users with sign-in, multifactor authentication, profile and group access, sharing permissions, file synchronization, browser configuration, and collaboration workflows. - Use the Google Admin console or approved administrative tools to perform authorized user, group, device, and service-support activities. - Troubleshoot Google Ch ome and ChromeOS-related issues, including extensions, profiles, updates, printing, and connectivity. - Create and maintain user guidance and knowledge articles for common Google Platform and collaboration tasks. Incident, Request, and Problem Support - Apply sound troubleshooting methods: gather facts, reproduce issues when possible, test one change at a time, document findings, and verify the resolution with the customer. - Recognize recurring issues and contribute information for problem management, root-cause analysis, and corrective or preventative actions. - Support incident response and time-critical escalations by following communication, security, and emergency operating procedures. - Coordinate with infrastructure, applications, identity, security, network, facilities, and vendor teams to restore service efficiently. - Participate in service integration, verification, acceptance, deployment, and change-support activities as assigned. Documentation, Security, and Continuous Improvement - Create or update documentation where it is absent, outdated, or unclear, including standard operating procedures, knowledge articles, checklists, and troubleshooting guides. - Follow corporate and department security policies, data-protection requirements, access-control procedures, and standard operating procedures. - Protect confidential information and handle user, device, and access data only through approved tools and processes. - Recommend improvements that strengthen the customer experience, service quality, supportability, monitoring, and operational efficiency. - Coordinate with vendors as required and provide clear technical information to peers, leadership, and other departments. - Perform other related duties as assigned; responsibilities may be changed or modified by the company as business needs evolve. Knowledge, Skills, and Abilities - Strong customer service, communication, and active-listening skills, with the ability to work effectively with a wide range of personalities and technical skill levels. - Self-directed, organized, detail-oriented, and able to manage competing priorities in a queue-based support environment. - Strong analytical and problem-solving skills, including the ability to make timely, fact-based decisions during stressful or time-critical situations. - Ability to explain technical information in clear, non-technical language and to communicate effectively with users, technical teams, vendors, and management. - Ability to follow established procedures for routine work while seeking guidance appropriately on new or complex assignments. - Working knowledge of IT service management principles, ticket lifecycle practices, SLAs, escalation procedures, and ITIL concepts. - Ability to author, review, and brief technical documentation using Microsoft Office or comparable productivity applications. Experience and Qualifications - One to two years of customer service, technical support, service desk, or related experience; equivalent experience may be considered. - Basic-to-intermediate troubleshooting experience with Microsoft Windows, macOS, common Microsoft applications, Google Workspace, web browsers, and end-user hardware. - Experience using ticketing systems, remote-support tools, knowledge bases, Active Directory, endpoint-management tools, or comparable technologies is preferred. - Experience supporting a structured, SLA-driven, or 24/7 operations environment is preferred. - Familiarity with networking fundamentals, identity and access management, endpoint security, and device lifecycle practices is preferred. - Ability to participate in rotational on-call support, if required by the team or assignment. - Ability to obtain and maintain a required security clearance, including TS/SCI or other customer-specific requirements, where applicable to the assignment. 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