Cortavo, Inc. ยท 3 months ago
Onsite Service Desk Analyst II (Hybrid/Client Onsite)
Azusa, CA 91702
Full-time
Onsite
Mid Level
$70K/yr - $70K/yr
3+ years expCortavo, Inc. is a managed IT service provider dedicated to optimizing technology infrastructure for businesses. They are seeking a Service Desk Analyst II to provide onsite and remote support, ensuring efficient resolutions to client issues and maintaining client satisfaction.
Information Technology & Services
Responsibilities
Provide on-site support in Azusa, California - ensuring streamlined operations and building strong client rapport
Offer a blend of on-site and remote support, including but not limited to configuring Outlook and OneDrive, printer configurations, internet issues, networking questions, access via Remote Desktop, 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
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
Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services
Maintain client information records, including gathering information about that client and making sure that information is up to date in applicable systems (Autotask, Salesforce, monday.com)
Install and configure computer hardware, software, and peripherals according to organizational standards as provided in company documentation
Maintain accurate records of computer hardware inventory
Install, update and make sure required software is available
Create and update documentation for provisioning processes, troubleshooting guides, and best practices
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
Complete certifications, as requested
Qualification
Required
Associates or Bachelors degree in progress
3 years IT service desk experience
3 years of customer service experience over the phone and email
Managed Service Provider experience
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
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
Employer contributed health benefits
Unlimited paid time off
Access to a Company cell phone plan
Celebration events for team and Company successes throughout the year
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