Cortavo Service Desk Analyst

Location

Marietta

Type

Full Time

Job Overview:

We are seeking a highly capable Service Desk Analyst who will be responsible for inbound calls and tickets from Cortavo’s managed services customers. 

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
  • 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 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
  • 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)
  • 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 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 Entra
  • Familiarity with AzureAD 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
  • Unlimited paid time off
  • Marietta, GA office location
  • 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.

Company Website: www.cortavo.com

(if you already have a resume on Indeed)

Or apply here.

* required fields

Location
Or
Or

U.S. Equal Opportunity Employment Information (Completion is voluntary)

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.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Form CC-305
OMB Control Number 1250-0005
Expires 4/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.