Service Desk Agent

Job description

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. 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 Chrome 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. Pay Transparency: To support pay transparency, Vantor includes salary ranges in all U.S. job postings. Starting pay for this role will fall within the listed range and will be based on factors such as experience, qualifications, skills, location, and market conditions. Candidates who meet the minimum requirements for the role should not expect to receive compensation at the top of the range. The listed range reflects the expected pay for this position, and final offers will be determined based on each candidate’s experience, expertise, and alignment with the role. ● The base pay for this position within the Washington, DC metropolitan area is: $20.63 - $27.50 - $30.25 hourly. For all other states, we use geographic cost of labor as an input to develop market-driven ranges for our roles, and as such, each location where we hire may have a different range. Benefits: Vantor offers a competitive total rewards package that goes beyond the standard, including a robust 401(k) with company match, mental health resources, and unique perks like student loan repayment assistance, adoption reimbursement and pet insurance to support all aspects of your life. You can find more information on our benefits at: https://www.Vantor.com/careers The application window is three days from the date the job is posted and will remain posted until a qualified candidate has been identified for hire. If the job is reposted regardless of reason, it will remain posted three days from the date the job is reposted and will remain reposted until a qualified candidate has been identified for hire. The date of posting can be found on Vantor's Career page at the top of each job posting. To apply, submit your application via Vantor's Career page. EEO Policy: Vantor is an equal opportunity employer committed to an inclusive workplace. We believe in fostering an environment where all team members feel respected, valued, and encouraged to share their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected veteran status, age, or any other characteristic protected by law.