Sr. Associate, Service Desk Team Lead

Revantage, A Blackstone Portfolio Company; Atlanta (GA); Hybrid; USD 73,000 - 107,000; Full time

Job summary

Join a leading company as a Sr. Associate, Service Desk Team Lead in Atlanta to provide excellent technical support and troubleshoot issues while managing a small team. You'll play a crucial role in enhancing productivity and delivering exceptional customer service in the IT environment. Enjoy competitive compensation, work-life balance, and development opportunities within a collaborative culture.

Benefits

Competitive salary

401(k)

Hybrid Work Policy

Productivity Hours

Learning & development opportunities

Generous health insurance and wellness benefits

Qualifications

• 5-7 years of work experience in IT support.
• 1-2 years of leadership experience.
• Ability to self-direct work and resolve issues.

Responsibilities

• Deliver excellent technical support to ensure customer productivity.
• Install and troubleshoot hardware, software, and printers.
• Serve as escalation point and subject matter expert.

Skills

Customer Service

Technical Support

Communication

Problem Solving

Time Management

Education

Bachelor's degree in information systems

Tools

Microsoft Active Directory

ServiceNow

Windows Server

Office 365

Job description

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Who We Are

Revantage, a Blackstone Real Estate portfolio company, is a global provider of corporate services.

Who We Are

Revantage, a Blackstone Real Estate portfolio company, is a global provider of corporate services.

With a corporate purpose of ‘In Pursuit of Better,’ Revantage delivers value-added services and world-class talent for Blackstone Real Estate portfolio companies, spanning diverse asset classes, including residential, logistics, office, hospitality and retail sectors. Headquartered in Chicago, the company’s footprint extends across North America, Europe and Asia Pacific.

Rooted in a commitment to collaboration and inclusivity, Revantage goes beyond traditional corporate services and acts as a trusted partner. Across offerings that include finance, technology, human resources and operations, Revantage proactively anticipates stakeholder needs, recruits exceptional talent and enables its business partners to thrive.

What We Value: Our Culture

Our people are our most important asset, enabling Blackstone portfolio companies and investments to scale and thrive. Together, we foster a workplace where everyone can be themselves, enabling them to do their best work.

At Revantage, we have exceptional people who live our values and help us pursue better every day. We offer dynamic and meaningful work, competitive compensation, benefits and flexibility. We listen and take action to ensure our organization evolves to reflect our employees’ voices and support an inclusive culture.

Our demonstrated commitment to our people and collaborative culture have earned us numerous awards as a top employer.

Our culture is built on our shared core values and commitment to be:

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

Grow your career with us. As a member of our team, you'll gain hands-on experience in the real estate industry and benefit from a supportive environment that fosters personal and professional growth.

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 decision-making are vital characteristics for this role.

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.
• 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 “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
  
  

Required

WHAT YOU BRING TO THE ROLE

• Bachelor's degree in information systems or similar experience
• Minimum of 5-7 years of work experience in IT Support
• Minimum of 1-2 years of leadership experience
• Ability to self-direct 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 multi-task, 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 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/ZTNA client experience
• Experience supporting Macs
  
  

Please review the job applicant privacy notice here.

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
• Work From Anywhere Month
• In-house and external learning & development opportunities
• Generous health insurance and wellness benefits
  

EEO Statement

Revantage 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 [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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