BENEFITS & PERKS AT A GLANCE
Offered to full time employees only
Onsite Service Desk Analyst II (Hybrid/Client Onsite)
Full Time • Hybrid - US
Job Overview:
We are seeking a highly capable Service Desk Analyst II who will be responsible for onsite support as well as inbound calls and tickets from Cortavo’s managed services clients. 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.
In this hybrid role, you’ll become an integral part of our support ecosystem, directly impacting our clients' successes. For three days a week, be the linchpin at a client's location in Azusa, providing hands-on deskside support, and fostering enduring client relationships. The remainder of your week will be our Sandy Springs-based office, where you'll extend your expertise to various clients.
Engage in continuous learning, collaborate with our adept Systems Engineers, and enhance your skillset. Your role is vital in providing efficient resolutions, maintaining client satisfaction, and contributing to the knowledge base that bolsters our Managed Services team. The ideal candidate will take an empathetic approach when communicating with clients, and relay technical questions and solutioning in a patient, polished, and professional manner.
This position reports directly to the Service Desk Manager.
Responsibilities:
Helpdesk
- Provide on-site support in Azusa, California - ensuring streamlined operations and building strong client rapport.
- Offer a blend of on-site and remote support, including but not limited to configuring Outlook and OneDrive, printer configurations, internet issues, networking questions, access via Remote Desktop, and other Level 1-2 support issues.
- 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.
- 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.
Knowledgebase and CRM Management
- Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services.
- Maintain client information records, including gathering information about that client and making sure that information is up to date in applicable systems (Autotask, Salesforce, monday.com)
Hardware and Software Provisioning
- Install and configure computer hardware, software, and peripherals according to organizational standards as provided in company documentation.
- Maintain accurate records of computer hardware inventory.
- Install, update and make sure required software is available.
- Create and update documentation for provisioning processes, troubleshooting guides, and best practices.
Professional Development
- 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.
- Complete certifications, as requested.
Required Skills & Qualifications:
- Associates or Bachelors degree in progress
- 1 year of MSP experience
- 3 years IT service desk experience
- 3 years of customer service experience over the phone and email
- Managed Service Provider experience
- 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
- 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:
- 60% - Onsite Service Desk Support (~24 hours/week)
- 20% - Remote Service Desk Support (~8 hours/week)
- 15% - Knowledge Base Documentation (~6 hours/week)
- 5% - Professional Development and Certifications (~2 hours/week)
Work Environment:
- Competitive salary, as well as employer, contributed health benefits
- Unlimited paid time off
- Onsite work 3 days/week, more as needed
- Remote work
- 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
Flexible work from home options available.
Compensación: $70,000.00 per year
Somos un empleador con igualdad de oportunidades y todos los candidatos calificados recibirán consideración por el empleo sin distinción de raza, color, religión, sexo, origen nacional, estado de discapacidad, estado de veterano protegido o cualquier otra característica protegida por la ley.
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!
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Employee Benefits
Cortavo recognizes that employees have diverse needs and that is why the Company is able to offer multiple and very comprehensive benefit plans to include, medical, dental, vision, FSA, Health Care & Dependent FSA, and Basic Life AD&D.
401(k)
Save for your retirement with pre-tax contributions with retirement plans offered through Transamerica.
Short & Long Term Disability
The Company is pleased to offer both Short Term (Voluntary election) and Long Term Disability which is 50% company paid.
Unlimited Paid Time Off (PTO)
Cortavo understands the importance of work-life balance and recognizes employees have diverse needs for time off. The Company offers Unlimited Paid Time Off (PTO) in lieu of personal days, floating holidays, and vacation days.
Fitness & Wellness Program
The Company offers a wellness plan that includes unlimited access to a personal trainer. The personal trainer will work to create customized exercise programs and provide dietary counsel to encourage a healthy lifestyle for all interested employees.
Cell Phone Plan
The Company offers service on the Company’s Verizon cell phone plan. This benefit is limited to one per employee and participating employees must transfer their current number over to the Company plan.
Student Debt Relief
The Company is excited to offer an annual $3,000 student loan payment for employees. The Company will mail a $3,000 check directly to each participating employee’s student loan company.
Child Care Expense Relief
The Company offers a $2,000 child care payment for employees. The Company will submit a $2,000 payment directly to each participating employee’s child care provider.