Cortavo, Inc. ยท 4 months ago
Service Desk Analyst II
Atlanta, GA 30328
Full-time
Onsite
Mid Level
3+ years expCortavo, Inc. is a managed IT service provider that focuses on optimizing technology infrastructure for businesses. They are seeking a Service Desk Analyst II who will be responsible for providing remote support to customers, managing tickets, and composing knowledge base articles while ensuring high levels of customer satisfaction.
Information Technology & Services
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
Qualification
Required
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
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 Intune
Familiarity with Entra is a plus
Benefits
Competitive salary with employer-contributed health benefits
Unlimited paid time off (PTO) for work-life balance
Company cell phone plan
Company
Cortavo, Inc.
Cortavo is a managed IT services provider built for growing small and mid-sized organizations that need a simpler, more reliable way to manage their technology.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase