Service Desk Analyst II

Cortavo, Inc.; Atlanta (GA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401k contribution

Company cell phone plan

Job summary

Cortavo, Inc. in Marietta, GA is seeking a Service Desk Analyst II to handle inbound calls and tickets for MSP clients, focusing on Level 1-2 support, remote assistance, and knowledge base creation.

The ideal candidate has 3 years IT service desk experience, MSP exposure, and strong communication, with willingness to work after-hours on-call; reports to the Service Desk Manager.

Qualifications

• Associates or Bachelors degree in progress.
• 3 years IT service desk experience.
• 1 year MSP 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, etc).
• General knowledge of macOS, including setup, support, and application troubleshooting.

Responsibilities

• Assist Cortavo end users with desktop support questions (Outlook, OneDrive, Remote Desktop, printer configurations, internet issues, networking).
• Support macOS including software troubleshooting, account setup, peripherals compatibility.
• Create initial tickets and escalate as needed with warm handoffs.
• Ticket maintenance and follow-ups to close cases.
• Maintain ticket closure volume and customer satisfaction.
• Maintain customer information in Autotask, Salesforce, monday.com.
• Follow up to ensure timelyTicket completion; work with escalation team.
• Train with Engineering and peers to improve skills.
• Write knowledge base articles to build Shared knowledge.

Skills

IT service desk

Customer service

Microsoft 365 Admin

Windows 10/11

Office 365 Suite & Teams

Networking basics

macOS support

Communication skills

On-call rotation

Education

Associates or Bachelors degree in progress

Tools

Autotask

Job description

We are seeking a highly capable Service Desk Analyst II who will be responsible for inbound calls and tickets from Cortavo's managed services customers. We are also looking for at least one year of experience in a Manage Service Provider (MSP).

This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The Service Desk Analyst will spend the majority of their day performing remote support and composing knowledge base articles, while working from our Marietta, GA location.

The ideal candidate will take an empathetic approach when communicating with customers, and relay technical questions and solutioning in a patient, polished, and professional manner.

This position reports directly to the Service Desk Manager.

Responsibilities:

• Assist Cortavo end users with various desktop support related questions, such as setting up Outlook, OneDrive, access via Remote Desktop, printer configurations, internet issues, networking questions, and other Level 1-2 support issues
• Assist end users with macOS related support, including software troubleshooting, account setup, and peripheral compatibility.
• Engage with initial calls and/or emails, create the initial ticket, and escalated as necessary to other departments with warm handoffs
• Ticket maintenance, you will typically spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action
• Maintain consistent ticket closure volume, aiming to close 80+ tickets weekly while ensuring service quality and customer satisfaction.
• Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (Autotask, Salesforce, monday.com)
• Follow up with and ensure that tickets are being completed in a timely manner, work with escalation team members to ensure tickets are being completed
• Train with the Engineering department as well as Service Desk Analyst peers to improve skills and knowledge. Work with them on more complex issues as time allows
• Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services

Required Skills & Qualifications:

• Associates or Bachelors degree in progress
• 3 years IT service desk experience
• 1 year of MSP 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, etc)
• General knowledge of macOS, including setup, support, and application troubleshooting.
• 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

Preferred Qualifications:

• Managed Service Provider experience
• Microsoft Certifications, particularly any prerequisite for Microsoft 365 Certified: Enterprise Administrator Expert and Exam MS-102: Endpoint Administrator
• Familiarity with IT hardware, software, and managed services technology
• Proficiency in Google Suite, particularly Gmail and Google Docs
• Working knowledge of Microsoft Intune
• Familiarity with Entra is a plus

Estimated Usage of Time

• 75% - Service Desk Support (~30 hours/week)
• 20% - Knowledge Base Documentation (~8 hours/week)
• 5% - Professional Development and Certifications (~2 hours/week)
• Competitive salary, as well as employer, contributed health benefits
• 401k contribution
• Access to a Company cell phone plan
• A seat on an energetic team that collaborates and pushes each other to be better
• A fast-paced but cooperative environment with endless potential for growth
• Celebration events for team and Company successes throughout the year