Service Desk Agent

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.

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.

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,…