BENEFITS & PERKS AT A GLANCE
Offered to full time employees only
Service Desk Analyst II
Full Time • Atlanta
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).
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 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)
Work Environment:
- Competitive salary with employer-contributed health benefits
- Unlimited paid time off (PTO) for work-life balance
- Sandy Springs, GA office location in a Class A building
- Company cell phone plan
- A dynamic, high-energy team that thrives on collaboration and continuous improvement
- Fast-paced yet supportive environment with growth opportunities
- Regular team celebrations recognizing individual and company-wide achievements throughout the 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!
(si ya tienes un currículum en Indeed)
O aplicar aquí.
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.