Cortavo, Inc.
Onsite Service Desk Analyst II (Hybrid/Client Onsite)
Cortavo, Inc., Azusa, California, United States, 91702
Overview
We are seeking a highly capable
Service Desk Analyst II
who will be responsible for onsite support as well as inbound calls and tickets from Cortavo’s managed services clients. This Level 2 position will identify and resolve issues related to opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and other tasks. In this hybrid role, you’ll be onsite three days a week at a client location in Azusa, providing hands-on deskside support and fostering client relationships. The remainder of the week will be in our Sandy Springs-based office, where you’ll extend your expertise to various clients. You will engage in continuous learning, collaborate with Systems Engineers, and contribute to the knowledge base that supports our Managed Services team. The role reports to the Service Desk Manager.
Responsibilities
Provide on-site support in Azusa, California, ensuring streamlined operations and strong client rapport.
Offer a blend of on-site and remote support, including configuring Outlook and OneDrive, printer configurations, internet issues, networking questions, access via Remote Desktop, and other Level 1-2 support issues.
Handle initial calls and/or emails, create the initial ticket, and escalate as necessary with warm handoffs.
Ticket maintenance: review existing tickets, close appropriate cases, follow up with users, and set reminders for future action.
Follow up to ensure tickets are completed in a timely manner and collaborate with escalation team members as needed.
Knowledgebase and CRM Management
Maintain and write accurate knowledge base articles as you encounter information while working cases.
Maintain client information records in applicable systems (Autotask, Salesforce, monday.com).
Hardware and Software Provisioning
Install and configure computer hardware, software, and peripherals per organizational standards.
Maintain accurate records of computer hardware inventory.
Install, update, and ensure required software is available.
Create and update provisioning documentation, troubleshooting guides, and best practices.
Professional Development
Train with Engineering and Service Desk peers to improve skills; collaborate on more complex issues as time allows.
Complete certifications as requested.
Required Skills & Qualifications
Associates or Bachelors degree in progress
1 year of MSP experience
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 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; empathetic customer service approach
Excellent organizational, time management, and multitasking abilities
Ability to work after hours on-call rotation
Preferred Qualifications
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 (Gmail, Google Docs)
Working knowledge of Microsoft Intune
Familiarity with Entra is a plus
Estimated Usage of Time
60% - Onsite Service Desk Support (approx. 24 hours/week)
20% - Remote Service Desk Support (approx. 8 hours/week)
15% - Knowledge Base Documentation (approx. 6 hours/week)
5% - Professional Development and Certifications (approx. 2 hours/week)
Work Environment
Competitive salary with employer-contributed health benefits
Unlimited paid time off
Onsite work 3 days/week, with flexibility as needed
Remote work options
Company cell phone plan
Energetic team environment with opportunities for growth
Team celebrations and company events throughout the year
Flexible work from home options available.
Job Location and Status Onsite Service Desk Analyst (Hybrid/Client Onsite) – Azusa, CA; Sandy Springs, GA; Comp range: $63,000 – $76,000 per year; Full-time
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We are seeking a highly capable
Service Desk Analyst II
who will be responsible for onsite support as well as inbound calls and tickets from Cortavo’s managed services clients. This Level 2 position will identify and resolve issues related to opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and other tasks. In this hybrid role, you’ll be onsite three days a week at a client location in Azusa, providing hands-on deskside support and fostering client relationships. The remainder of the week will be in our Sandy Springs-based office, where you’ll extend your expertise to various clients. You will engage in continuous learning, collaborate with Systems Engineers, and contribute to the knowledge base that supports our Managed Services team. The role reports to the Service Desk Manager.
Responsibilities
Provide on-site support in Azusa, California, ensuring streamlined operations and strong client rapport.
Offer a blend of on-site and remote support, including configuring Outlook and OneDrive, printer configurations, internet issues, networking questions, access via Remote Desktop, and other Level 1-2 support issues.
Handle initial calls and/or emails, create the initial ticket, and escalate as necessary with warm handoffs.
Ticket maintenance: review existing tickets, close appropriate cases, follow up with users, and set reminders for future action.
Follow up to ensure tickets are completed in a timely manner and collaborate with escalation team members as needed.
Knowledgebase and CRM Management
Maintain and write accurate knowledge base articles as you encounter information while working cases.
Maintain client information records in applicable systems (Autotask, Salesforce, monday.com).
Hardware and Software Provisioning
Install and configure computer hardware, software, and peripherals per organizational standards.
Maintain accurate records of computer hardware inventory.
Install, update, and ensure required software is available.
Create and update provisioning documentation, troubleshooting guides, and best practices.
Professional Development
Train with Engineering and Service Desk peers to improve skills; collaborate on more complex issues as time allows.
Complete certifications as requested.
Required Skills & Qualifications
Associates or Bachelors degree in progress
1 year of MSP experience
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 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; empathetic customer service approach
Excellent organizational, time management, and multitasking abilities
Ability to work after hours on-call rotation
Preferred Qualifications
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 (Gmail, Google Docs)
Working knowledge of Microsoft Intune
Familiarity with Entra is a plus
Estimated Usage of Time
60% - Onsite Service Desk Support (approx. 24 hours/week)
20% - Remote Service Desk Support (approx. 8 hours/week)
15% - Knowledge Base Documentation (approx. 6 hours/week)
5% - Professional Development and Certifications (approx. 2 hours/week)
Work Environment
Competitive salary with employer-contributed health benefits
Unlimited paid time off
Onsite work 3 days/week, with flexibility as needed
Remote work options
Company cell phone plan
Energetic team environment with opportunities for growth
Team celebrations and company events throughout the year
Flexible work from home options available.
Job Location and Status Onsite Service Desk Analyst (Hybrid/Client Onsite) – Azusa, CA; Sandy Springs, GA; Comp range: $63,000 – $76,000 per year; Full-time
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