{"id":2132919,"url":"https://alion.io/job/vantor-service-desk-agent-2","title":"Service Desk Agent","company":{"id":15008,"name":"Vantor","domain":"vantor.com","url":"https://alion.io/company/vantor","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":9,"ghost_share":0,"stale_share":0.778,"repost_share":0,"time_to_fill_p50_days":37,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Herndon, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":134000,"period":"year","method":"role_country_seniority_unknown","sample_n":1646},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Gmail","optional":false},{"name":"Google Drive","optional":false},{"name":"Google Workspace","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-08T00:00:00Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-13T06:40:13Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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.\nTo be eligible for this position, you must be a U.S. Person, defined as a U.S. citizen, permanent resident, Asylee, or Refugee.\n\nExport 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).\nPlease review the job details below.\nPosition Summary\nThe 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.\nThe 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.\nEssential Duties and Responsibilities\nService Desk Operations\nManage inbound and outbound calls, chats, emails, and tickets in a timely, professional, and customer-oriented manner.\nIdentify user needs, clarify symptoms and business impact, and provide accurate solutions or workarounds.\nUse approved scripts, knowledge articles, troubleshooting guides, and diagnostic tools to resolve common issues at first contact.\nCreate, categorize, prioritize, update, and close incidents and service requests in accordance with team workflows and SLAs.\nMonitor ticket queues, aging items, escalations, and service-level performance; communicate status and next steps to customers.\nEscalate incidents requiring specialized expertise while retaining ownership and ensuring complete handoff information.\nDeskside and Endpoint Support\nProvide on-site and remote support for Windows and macOS workstations, laptops, monitors, docking stations, printers, peripherals, and mobile devices.\nInstall, configure, image, replace, and troubleshoot end-user hardware and software in accordance with approved standards.\nSupport endpoint connectivity, Wi-Fi, VPN, printing, conference-room technology, audio/video equipment, and other workplace technology services.\nUse remote-support tools to diagnose and resolve issues while protecting customer privacy and following security controls.\nPerform basic account administration and access support, including Active Directory tasks, password assistance, group or permission requests, and joiner/mover/leaver activities as authorized.\nMaintain accurate asset, device, and configuration records; coordinate equipment staging, deployment, collection, and return when needed.\nGoogle Platform and Collaboration Support\nSupport Google Workspace services, including Gmail, Google Drive, Docs, Sheets, Slides, Calendar, Meet, Chat, and shared drives.\nAssist users with sign-in, multifactor authentication, profile and group access, sharing permissions, file synchronization, browser configuration, and collaboration workflows.\nUse the Google Admin console or approved administrative tools to perform authorized user, group, device, and service-support activities.\nTroubleshoot Google Chrome and ChromeOS-related issues, including extensions, profiles, updates, printing, and connectivity.\nCreate and maintain user guidance and knowledge articles for common Google Platform and collaboration tasks.\nIncident, Request, and Problem Support\nApply sound troubleshooting methods: gather facts, reproduce issues when possible, test one change at a time, document findings, and verify the resolution with the customer.\nRecognize recurring issues and contribute information for problem management, root-cause analysis, and corrective or preventative actions.\nSupport incident response and time-critical escalations by following communication, security, and emergency operating procedures.\nCoordinate with infrastructure, applications, identity, security, network, facilities, and vendor teams to restore service efficiently.\nParticipate in service integration, verification, acceptance, deployment, and change-support activities as assigned.\nDocumentation, Security, and Continuous Improvement\nCreate or update documentation where it is absent, outdated, or unclear, including standard operating procedures, knowledge articles, checklists, and troubleshooting guides.\nFollow corporate and department security policies, data-protection requirements, access-control procedures, and standard operating procedures.\nProtect confidential information and handle user, device, and access data only through approved tools and processes.\nRecommend improvements that strengthen the customer experience, service quality, supportability, monitoring, and operational efficiency.\nCoordinate with vendors as required and provide clear technical information to peers, leadership, and other departments.\nPerform other related duties as assigned; responsibilities may be changed or modified by the company as business needs evolve.\nKnowledge, Skills, and Abilities\nStrong customer service, communication, and active-listening skills, with the ability to work effectively with a wide range of personalities and technical skill levels.\nSelf-directed, organized, detail-oriented, and able to manage competing priorities in a queue-based support environment.\nStrong analytical and problem-solving skills, including the ability to make timely, fact-based decisions during stressful or time-critical situations.\nAbility to explain technical information in clear, non-technical language and to communicate effectively with users, technical teams, vendors, and management.\nAbility to follow established procedures for routine work while seeking guidance appropriately on new or complex assignments.\nWorking knowledge of IT service management principles, ticket lifecycle practices, SLAs, escalation procedures, and ITIL concepts.\nAbility to author, review, and brief technical documentation using Microsoft Office or comparable productivity applications.\nExperience and Qualifications\nOne to two years of customer service, technical support, service desk, or related experience; equivalent experience may be considered.\nBasic-to-intermediate troubleshooting experience with Microsoft Windows, macOS, common Microsoft applications, Google Workspace, web browsers, and end-user hardware.\nExperience using ticketing systems, remote-support tools, knowledge bases, Active Directory, endpoint-management tools, or comparable technologies is preferred.\nExperience supporting a structured, SLA-driven, or 24/7 operations environment is preferred.\nFamiliarity with networking fundamentals, identity and access management, endpoint security, and device lifecycle practices is preferred.\nAbility to participate in rotational on-call support, if required by the team or assignment.\nAbility to obtain and maintain a required security clearance, including TS/SCI or other customer-specific requirements, where applicable to the assignment.\nPay Transparency: To support pay transparency, Vantor includes salary ranges in all U.S. job postings. Starting pay for this role will fall within the listed range and will be based on factors such as experience, qualifications, skills, location, and market conditions. Candidates who meet the minimum requirements for the role should not expect to receive compensation at the top of the range. The listed range reflects the expected pay for this position, and final offers will be determined based on each candidate’s experience, expertise, and alignment with the role.\n•The base pay for this position within the Washington, DC metropolitan area is: $20.63 - $27.50 - $30.25 hourly.For all other states, we use geographic cost of labor as an input to develop market-driven ranges for our roles, and as such, each location where we hire may have a different range.\nBenefits: Vantor offers a competitive total rewards package that goes beyond the standard, including a robust 401(k) with company match, mental health resources, and unique perks like student loan repayment assistance, adoption reimbursement and pet insurance to support all aspects of your life. You can find more information on our benefits at: https://www.Vantor.com/careers\nThe application window is three days from the date the job is posted and will remain posted until a qualified candidate has been identified for hire. If the job is reposted regardless of reason, it will remain posted three days from the date the job is reposted and will remain reposted until a qualified candidate has been identified for hire.\nThe date of posting can be found on Vantor's Career page at the top of each job posting.\nTo apply, submit your application via Vantor's Career page.\nEEO Policy: Vantor is an equal opportunity employer committed to an inclusive workplace. We believe in fostering an environment where all team members feel respected, valued, and encouraged to share their ideas. 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