Service Desk Technician

Revantage•Atlanta, GA

12h•Hybrid

About The Position

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. Other duties include installing and troubleshooting hardware, software, printers, wireless devices, and operating system problems for personal computers inside the multiple environments we support.

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

Nice To Haves

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

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. This includes 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