Hybrid Service Desk Analyst II: Onsite & Remote Support

Cortavo; Elmhurst (IL); Hybride; USD 60 000 - 70 000; Plein temps

Résumé du poste

Cortavo in Elmhurst, IL is seeking a capable Service Desk Analyst for a hybrid role, with three days onsite and the rest remote, supporting managed services clients and handling Level 1–2 issues like Outlook, printers, and connectivity. You will collaborate with Systems Engineers, maintain ticketing and knowledge bases, assist with device provisioning, and travel regionally as needed.

A customer‑focused, patient communicator is essential to ensure rapid resolutions and strong client

Qualifications

• Valid U.S. Driver’s License with a clean driving record.
• Able to lift and move 50+ pounds and remain on your feet for extended periods.
• Willing and able to travel regionally on short notice, including multi‑day overnight trips.
• Associates or Bachelor's degree in progress.
• 3 years IT service desk experience.
• 3 years of customer service experience over the phone and email.
• Experience with service desk ticketing systems (Autotask).
• Proficiency of Microsoft 365 Admin.
• Proficiency of Windows 10/11.
• Proficiency in Microsoft Office Suite and Microsoft Teams.
• General knowledge of network devices (switches, firewalls).
• Strong written and verbal communication skills; empathetic customer service approach.
• Excellent organizational, time management, and multitasking capabilities.
• Ability to work after hours on‑call rotation.

Responsabilités

• Provide on-site support in Elmhurst, IL.
• Blend of on-site and remote support including Outlook, OneDrive, printers, internet, networking, Remote Desktop, MacOS.
• Create and escalate tickets with warm handoffs.
• Ticket maintenance and follow-up.
• Collaborate with escalation team to close tickets.
• Maintain knowledge base and CRM records.
• Image and deploy devices for onboarding and refresh.
• Train on equipment during onboarding.

Connaissances

IT service desk

Customer service

Microsoft 365 Admin

Windows 10/11

Autotask

Networking basics

Communication skills

Formation

Associates or Bachelor's degree in progress

Outils

Autotask

Microsoft 365 Admin

Google Suite

Microsoft Intune

Entra

Description du poste

Cortavo in Elmhurst, IL is seeking a capable Service Desk Analyst for a hybrid role, with three days onsite and the rest remote, supporting managed services clients and handling Level 1–2 issues like Outlook, printers, and connectivity. You will collaborate with Systems Engineers, maintain ticketing and knowledge bases, assist with device provisioning, and travel regionally as needed.

A customer‑focused, patient communicator is essential to ensure rapid resolutions and strong client