Analyst, Deskside Support Technician

Overview
WHO WE ARE
Revantage is a Blackstone Company that provides a highly skilled employee base, best-in-class processes, and state-of-the-art technology to multiple Blackstone real estate portfolio companies. Sectors include Hospitality, Industrial, Multi-Family, Office, Retail, Senior Housing, and Manufactured Homes.
Revantage, headquartered in Chicago, is one of three global offices that includes Revantage Asia and Revantage Europe.
WHAT WE VALUE: OUR CULTURE
Creating a culture that inspires change and momentum require the right team. We know what it takes to lead an industry, and are looking for leaders who seek constant growth, want to excel, and continuously improve upon themselves and the industry. The culture at Revantage is built on our shared core values and commitment to be:

• Achievers - We expect high standards for ourselves and enable the success of our teams
• Enthusiasts - We face challenges with optimism and believe anything is possible
• Leaders - We commit to continuously improve our performance
• Learners - We learn from our challenges and successes
• Partners - We deliver value and positive impact to our partners

WHY THIS ROLE IS VALUABLE
The Analyst, Deskside Support Technician will d eliver 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.
Responsibilities
HOW YOU ADD VALUE

• 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

Qualifications
WHAT YOU BRING TO THE ROLE
Required:

• Bachelor's degree in Information Systems or similar experience
• Minimum of 1-2 years of work experience in Deskside Support
• Ability to self-direct work and resolve severe 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

Preferred:

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

Perks for You

• Competitive salary, overall compensation, and 401(k)
• Work-life balance offerings include:
  • Hybrid work policy
  • Productivity Hours - weekly meeting-free work time
  • Summer Fridays
• In-house and external learning & development opportunities
• Generous health insurance and wellness benefits

EEO Statement
The Company 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 [email protected]