Service Desk Analyst

Franklin Fitch; Atlanta (GA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Collaborative team environment

Opportunity for professional development

Mentorship from experienced engineers

Certification opportunities

Job summary

A growing technology services provider in Atlanta is seeking a skilled Service Desk Analyst (Level 2). This role involves managing IT support for end users, troubleshooting diverse technical problems, and collaborating with engineers to enhance service delivery. Ideal candidates should possess at least 2 years of IT service desk experience, strong communication skills, and a background in Managed Service Providers. Join a fast-paced, collaborative environment that offers opportunities for career growth and certification.

Qualifications

• Must have strong written and verbal communication skills.
• Experience in a Managed Service Provider environment is essential.
• 2+ years of customer service experience in IT service desk.

Responsibilities

• Manage ~50 active tickets per day and close ~90 tickets per week.
• Deliver professional support via phone, email, and ticketing system.
• Troubleshoot issues with Microsoft 365 and Windows operating systems.

Skills

Experience in a Managed Service Provider (MSP) environment

2+ years of IT service desk experience

Experience with Microsoft 365 administration

Windows 10/11 knowledge

General networking knowledge

Strong multitasking skills

Excellent communication skills

Education

Bachelor's degree in IT or related field

CompTIA A+ certification

Tools

Microsoft Office Suite

Autotask

IT Glue

Datto RMM

Meraki

Job description

This range is provided by Franklin Fitch. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$70,000.00/yr - $75,000.00/yr

Service Desk Analyst (Level 2) | Atlanta, GA | $65,000 - $75,000

Do you thrive on solving complex IT challenges and delivering exceptional customer support? Are you motivated by working across diverse technologies in a fast‑paced managed services environment? If you’re looking for a role where your technical expertise, problem‑solving skills, and customer‑first approach make a direct impact, this could be the next step in your career.

A growing technology services provider is seeking a Level 2 Service Desk Analyst to join their Atlanta‑based team. In this role, you’ll be the face of IT support for end users, resolving a wide range of issues, collaborating with engineers, and helping shape the knowledge base that drives service excellence.

Key Responsibilities

• Manage ~50 active tickets per day and close ~90 tickets per week across Level 1–3 issues.
• Deliver empathetic, clear, and professional support via phone, email, and ticketing system (Autotask).
• Troubleshoot Microsoft 365 issues (including mail flow, Teams Voice, and admin tasks), Windows 10/11, printers, and networking problems.
• Support user onboarding and offboarding, including account management and access provisioning.
• Resolve more advanced technical challenges such as registry edits, PowerShell scripts, and RDP connectivity.
• Assist with hardware/software troubleshooting, MacOS support, and multi‑user applications like QuickBooks.
• Create and maintain accurate knowledge base articles to strengthen team‑wide knowledge sharing.
• Partner with engineers to tackle complex technical cases and continuously grow expertise.
• Pursue certifications and professional development milestones.
• Participate in the after‑hours on‑call rotation (currently once every 6 weeks).

Key Skills & Qualifications

Required

• Experience in a Managed Service Provider (MSP) environment.
• 2+ years of IT service desk experience and phone‑based customer service.
• Experience with Microsoft 365 administration, Windows 10/11, and Microsoft Office Suite.
• General networking knowledge (switches, firewalls, DNS/DHCP).
• Strong multitasking skills with a KPI‑driven mindset.
• Excellent written and verbal communication, with a patient and empathetic approach to customer support.

Preferred

• Bachelor’s degree in IT or related field.
• Microsoft certifications (MS-102 or related prerequisites).
• Familiarity with IT Glue, Datto RMM, and Meraki.
• MacOS support and QuickBooks troubleshooting experience.
• CompTIA A+ certification.
• Google Workspace
• Remote Desktop Services
• Networking (Meraki, switches, firewalls)

Why Join?

• Immediate impact supporting diverse customers in a high‑profile role.
• Collaborative, tight‑knit team with mentorship from experienced engineers.
• Fast‑paced environment that accelerates learning and career growth.
• Opportunity to earn certifications, broaden technical expertise, and contribute to team‑wide knowledge.

We’re actively scheduling interviews for this position. Apply today to take your next step in IT support!