Analyst, Service Desk Technician

Responsibilities The Analyst, Service Desk Technician is responsible for researching, resolving, and responding 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. He/she installs new and recycled PCs and various hardware upgrade components, swaps old/new computers for customers in a break‑fix environment, acquires and maintains current knowledge of the relevant hardware and applications used by the customers of the Service Desk. He/she installs, configures, and troubleshoots network components for all networked personal computers and printers for all companies supported by the Service Desk. Performs PC operating system and software installation and performance tuning including, but not limited to, memory optimization and software application settings (standard and custom). Uses ServiceNow software to create, edit, update and close work order tickets and customer profiles as needed. Works in conjunction with Service Desk specialists and other support teams to resolve customer and support issues, ensuring timely distribution of knowledge and positive impact on customer satisfaction. Configures, deploys, and supports company‑issued mobile devices. Coordinates disposal of all IT Endpoint‑related equipment. Provides enterprise‑level workstation management including compatibility testing, update distribution, reporting compliance and troubleshooting. Identifies desktop application and OS vulnerabilities, prioritizes and implements corrective measures. Maintains desktop management services including remote control, software distribution, asset management, and virus protection services. Qualifications 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. Experience with Microsoft Active Directory (user account management), Exchange, Office 365 (applications, email, messaging, collaboration), MS Teams, Windows Server, Windows 7/8/10/11 (laptop/desktop support), iOS and Android (mobile device support). Installation, configuration, and support of Microsoft Office and assorted software applications; knowledge of Office 365 as a SaaS platform. Hardware/software troubleshooting and resolution (internet, VPN, email, browser, authentication/Okta), leveraging tools including Tanium. Administration of Microsoft Intune, Azure, and Office 365 for device, identity, and application management. Compensation & Benefits Base Compensation Range: $63,602.00 To $79,508.00 Annually. This represents the low and high end of the base compensation range for this position. Total Direct Compensation may include discretionary bonus and incentive compensation on an annual basis. Benefits include health insurance coverage, retirement savings plan, paid holidays and paid time off (PTO). Additional perks: 401(k), hybrid work policy, productivity hours, summer Fridays, work from anywhere month, in‑house and external learning & development opportunities, health and wellness benefits. EEO Statement Revantage is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant, employee, or other covered person based on any legally recognized basis, including, but not limited to: veteran status, uniformed servicemember status, race, color, caste, immigration status, religion, religious creed (including religious dress and grooming practices), sex, gender, gender expression, gender identity, marital status, sexual orientation, pregnancy (including childbirth, lactation or related medical conditions), age, national origin or ancestry, citizenship, physical or mental disability, genetic information (including testing and characteristics), protected leave status, domestic violence victim status, or any other consideration protected by federal, state or local law. We are committed to providing reasonable accommodations. If you need an accommodation to complete the application process, please email View email address on click.appcast.io. #J-18808-Ljbffr Revantage, A Blackstone Portfolio Company