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Service Desk Analyst Hybrid - US

Service Desk Analyst

Full Time • Hybrid - US
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:
  • Act as the primary point of contact for support inquiries through calls or emails; efficiently create tickets and manage escalations.
  • Provide on-site support in Azusa, ensuring streamlined operations and building strong client rapport.
  • Actively engage with the remote support team based in Marietta, GA, contributing to and benefiting from the collective expertise.
  • Offer a blend of on-site and remote support, including but not limited to configuring Outlook and OneDrive, printers, and resolving networking issues.
  • Efficiently manage tickets, monitor ongoing cases, ensure timely resolutions, and maintain transparent communication with clients.
  • Maintain and update client information in Cortavo Knowledgebase and Autotask.
  • Work closely with Engineering Team Leads and Technical Support to refine skills and address more complex issues.
  • Contribute to and update knowledge base articles, enhancing the collective intelligence of the Managed Services team.
  • Engage in continuous learning to contribute actively to your professional growth within Cortavo.


Required Skills & Qualifications:
  • Bachelor of Science in a related field.
  • 2+ years of experience in IT service desk and customer service.
  • Familiarity with network devices and Microsoft 365.
  • Proficiency in Windows 10, Microsoft Office Suite, Microsoft Teams, and Google Suite.
  • Experience with service desk ticketing systems, such as Autotask and Datto RMM.
  • Exceptional communication skills, empathy, strong organizational skills, and the ability to manage time and multitask effectively.

Additional Qualifications:
  • Microsoft Certification and experience with IT hardware, software, and managed services technology are a plus.

Estimated Usage of Time:
  • 70% Managed Services service desk support.
  • 20% New Customer Onboarding Activities.
  • 10% Employee Improvement and Professional Development

Work Environment
  • Competitive salary, as well as employer, contributed health benefits
  • Unlimited paid time off
  • 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.

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.





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BENEFITS & PERKS AT A GLANCE

Offered to full time employees only

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.