Service Desk Analyst II
CortavoAtlanta, Georgia
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.1
Reclaim your time by letting our AI handle the grunt work of job searching.
We continuously scan millions of openings to find your top matches.
Overview
Schedule
Part-time
Career level
Senior-level
Remote
Hybrid remote
Benefits
Health Insurance
Career Development
401k Matching/Retirement Savings
Job Description
Job Overview: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 escalate 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:
- Bachelor's degree
- Managed Service Provider experience
- Microsoft Certifications, particularly any prerequisite forMicrosoft 365 Certified: Enterprise Administrator Expert andExam 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)
Work Environment
- Competitive salary, as well as employer, contributed health benefits
- Hybrid work schedule
- 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
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Cortavo is the ideal, worry-free managed IT service solution that keeps your IT running, eliminates downtime and drastically reduces cost. Cortavo not only delivers exceptional IT services, but also provides forward-thinking strategic planning, consulting and the support you need to optimize your technology infrastructure. Our solution reduces the costs associated with running your business and enables investment in new technologies that foster business growth and productivity. Let Cortavo fully manage your IT infrastructure from your hardware, software, communications and support!
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
FAQs About Service Desk Analyst II Jobs at Cortavo
What is the work location for this position at Cortavo?
This job at Cortavo is located in Atlanta, Georgia, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Cortavo?
Employer has not shared pay details for this role.
What employment applies to this position at Cortavo?
Cortavo lists this role as a Part-time position.
What experience level is required for this role at Cortavo?
Cortavo is looking for a candidate with "Senior-level" experience level.
What benefits are offered by Cortavo for this role?
Cortavo offers following benefits: Health Insurance, Career Development, 401k Matching/Retirement Savings, and Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Cortavo?
You can apply for this role at Cortavo either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.