Service Desk Agent

Vantor•Herndon, VA

7d•Hybrid

About The Position

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.

Requirements

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.
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.
Must be a U.S. Person, defined as a U.S. citizen, permanent resident, Asylee, or Refugee.
Ability to obtain and maintain a required security clearance, including TS/SCI or other customer-specific requirements, where applicable to the assignment.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.