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.

Ability to obtain and maintain a TS/SCI or other customer-specific security clearance may be required, depending on the assignment.

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, 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…