IT Service Desk Analyst

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: 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 issuesEngage with initial calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffsTicket 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 actionMaintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (Autotask, Salesforce, )Follow up with and ensure that tickets are being completed in a timely manner, work with escalation team members to ensure tickets are being completedTrain 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 allowsMaintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed ServicesRequired Skills & QualificationsAssociate's degree (2 years college)2 years IT service desk experience2 years of customer service experience over the phone and emailExperience with service desk ticketing systems (Autotask)General knowledge of Microsoft 365General knowledge of Windows 10Proficiency in Microsoft Office Suite & Microsoft TeamsProficiency in Google Suite, particularly Gmail and Google DocsGeneral knowledge of network devices (switches, firewalls, etc)Strong written and verbal communication skills; empathetic customer service approach.Excellent organizational, time management, and multitasking capabilitiesPreferred QualificationsBachelor's degree (in progress acceptable)Managed Service Provider experienceMicrosoft Certifications, particularly Microsoft 365 Certified: Enterprise Administrator Expert and Exam MD-102: Endpoint Administrator.Familiarity with IT hardware, software, and managed services technologyEstimated Usage of Time75% - Service Desk Support (~30 hours/week)20% - Knowledge Base Documentation (~8 hours/week)5% - Professional Development and Certifications (~2 hours/week)Work EnvironmentCompetitive salary, as well as employer, contributed health benefitsUnlimited paid time offMarietta, GA office locationAccess to a Company cell phone planA seat on an energetic team that collaborates and pushes each other to be betterA fast-paced but cooperative environment with endless potential for growthCelebration events for team and Company successes throughout the year

Created: 2024-11-07