Sr. Associate, Service Desk Team Lead

WHY THIS ROLE IS VALUABLE

The Sr. Associate Service Desk Team Lead will deliver excellent technical support with a high degree of customer satisfaction timeliness accuracy and consistency. This individual will work with Revantage internal 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. This role has the potential to have a small team of direct reports; leadership communication and decisionmaking are vital characteristics for this role.

HOW YOU ADD VALUE

• Research resolve and respond to questions received via telephone selfservice email voicemail callbacks and walkups in a timely manner in accordance with the current IT service level agreements.

• Configure new and issue reusable PCs and conduct upgrades to various hardware 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.

• Serve as escalation point and subject matter expert for other technicians on Revantage Service Desk team.

• Appropriately dispatch and delegate work to other technicians on Revantage Service Desk team as needed.

• 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 SOEs (Start of Employment) and EOEs (End of Employment) of user access and hardware as part of an asset management system.

• Other duties as assigned

WHAT YOU BRING TO THE ROLE

Required:

• Bachelors degree in information systems or similar experience

• Minimum of 57 years of work experience in IT Support

• Minimum of 12 years of leadership experience

• Ability to selfdirect work and resolve issues without assistance

• Provide a white glove support experience in person and remotely for all users

• Support experience with and knowledge of Microsoft Active Directory Exchange Office 365 MS Teams Windows Server Windows 10/11 iOS Android etc.

• Installation and support experience with MS Office and various assorted software applications

• Ability to multitask delegate and coordinate a variety of issues while maintaining clear communication with the client

• Efficient and available to assist all local users and remote traveling users

• Some/minimal travel 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

Preferred:

• Mobile device management and iPhone

• Encryption (i.e. BitLocker) and VPN/ZTNA client experience

• Experience supporting Macs

Perks for You

• Competitive salary overall compensation and 401(k)

• Worklife balance offerings include:

• Hybrid work policy

• Productivity Hours weekly meetingfree work time

• Summer Fridays

• Inhouse and external learning & development opportunities

• Generous health insurance and wellness benefits