Service Desk Analyst
Location
Atlanta
Type
Full Time
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.
- Associates or Bachelors degree in progress
- 2 years IT service desk experience
- 2 years of customer service experience over the phone
- Experience with service desk ticketing systems (Autotask)
- General knowledge of Microsoft 365 Administration
- General knowledge of Windows 10/11
- Proficiency in Microsoft Office Suite and Microsoft Teams
- General knowledge of network devices (switches, firewalls, etc)
- Ability to multitask, detail-oriented mindset, and ability to work under tight deadlines.
- Understanding of KPIs and other performance metrics, ensuring that they are met or exceeded
- Thrives in a high-pressure environment
- 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
- 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.
- Experience Apple Business Manager
- Working knowledge of Microsoft Entra
- Experience with ticketing systems (e.g., Autotask, Connectwise, Jira) preferred.
- 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
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
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!
Company Website: www.cortavo.com
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