Service Desk Analyst II
Cortavo, Inc., Atlanta, GA, United States
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. A minimum of one year of experience in a Managed Service Provider (MSP) is required.
This Level 2 position will require the ideal candidate to identify and resolve questions related to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The 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, relaying technical questions and solutions in a patient, polished, and professional manner. The position reports directly to the Service Desk Manager.
Responsibilities
Assist Cortavo end users with desktop support related questions, such as setting up Outlook, OneDrive, Remote Desktop access, printer configurations, internet issues, networking questions, and other Level 1‑2 support issues.
Assist end users with macOS support, including software troubleshooting, account setup, and peripheral compatibility.
Engage with initial calls and/or emails, create the initial ticket, and, when necessary, warm‑handoff to other departments.
Maintain ticketing system by reviewing existing tickets, closing unneeded cases, following up with users, 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, gathering required data and ensuring it is up to date in systems such as Autotask, Salesforce, and monday.com.
Follow up on tickets to ensure timely completion, working with the escalation team when needed.
Train with the Engineering department and Service Desk peers to improve skills and knowledge, and collaborate on complex issues when time allows.
Maintain and write accurate knowledge base articles based on information gathered while handling cases; knowledge is the foundation of Managed Services.
Required Skills & Qualifications
Associate’s or Bachelor’s degree in progress.
3 years of 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, especially Autotask.
Proficiency with Microsoft 365 Admin.
Proficiency with 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 and an 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 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
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 and employer‑contributed health benefits.
Hybrid work schedule.
401(k) contribution.
Access to a company cell phone plan.
Part of an energetic team that collaborates and pushes each other to improve.
Fast‑paced but cooperative environment with endless growth potential.
Celebration events for team and company successes throughout the year.
#J-18808-Ljbffr
This Level 2 position will require the ideal candidate to identify and resolve questions related to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The 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, relaying technical questions and solutions in a patient, polished, and professional manner. The position reports directly to the Service Desk Manager.
Responsibilities
Assist Cortavo end users with desktop support related questions, such as setting up Outlook, OneDrive, Remote Desktop access, printer configurations, internet issues, networking questions, and other Level 1‑2 support issues.
Assist end users with macOS support, including software troubleshooting, account setup, and peripheral compatibility.
Engage with initial calls and/or emails, create the initial ticket, and, when necessary, warm‑handoff to other departments.
Maintain ticketing system by reviewing existing tickets, closing unneeded cases, following up with users, 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, gathering required data and ensuring it is up to date in systems such as Autotask, Salesforce, and monday.com.
Follow up on tickets to ensure timely completion, working with the escalation team when needed.
Train with the Engineering department and Service Desk peers to improve skills and knowledge, and collaborate on complex issues when time allows.
Maintain and write accurate knowledge base articles based on information gathered while handling cases; knowledge is the foundation of Managed Services.
Required Skills & Qualifications
Associate’s or Bachelor’s degree in progress.
3 years of 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, especially Autotask.
Proficiency with Microsoft 365 Admin.
Proficiency with 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 and an 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 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
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 and employer‑contributed health benefits.
Hybrid work schedule.
401(k) contribution.
Access to a company cell phone plan.
Part of an energetic team that collaborates and pushes each other to improve.
Fast‑paced but cooperative environment with endless growth potential.
Celebration events for team and company successes throughout the year.
#J-18808-Ljbffr