Service Desk Analyst II

Job Overview:

We are seeking a highly capable service desk analyst 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 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.

In this hybrid role, you’ll become an integral part of our support ecosystem, directly impacting our clients' successes. For three days a week, be the linchpin at a client's location in Elmhurst, providing hands-on deskside support, and fostering enduring client relationships. The remainder of your week will be remote, where you'll extend your expertise to various clients.

Engage in continuous learning, collaborate with our adept Systems Engineers, and enhance your skillset. Your role is vital in providing efficient resolutions, maintaining client satisfaction, and contributing to the knowledge base that bolsters our Managed Services team. The ideal candidate will take an empathetic approach when communicating with clients, and relay technical questions and solutioning in a patient, polished, and professional manner. This role has dual reporting to the Service Delivery Manager and the Service Delivery Team Lead.

This is a hybrid field role requiring:

• Onsite support at client locations at least once per week (or more, based on the discretion of the hiring manager).
• Travel on short notice to other client sites when needed.
• Occasional overnight travel, including multi-day deployments.
• When not onsite, this role provides remote support and collaborates with internal teams to close tickets and improve documentation.

Responsibilities:

Helpdesk

• Provide on-site support in Elmhurst, Illinois - 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, MacOS support, 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.

Knowledgebase and CRM Management

• 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)

Hardware and Software Provisioning

• 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.
• Image and deploy devices as part of client onboarding and refresh initiatives.
• Conduct new user orientation and first day training on equipment and support access.
• Maintain clean and organized workspace setups, ensuring cable management and presentation standards are upheld.
• Track and restock inventory in vehicles and field closets.
• Assist with RMAs and warranty claims for damaged or failed equipment.

Professional Development

• 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.

Required Skills & Qualifications:

• Valid U.S. Driver’s License with a clean driving record
• Able to lift and move 50 pounds and remain on your feet for extended periods
• Willing and able to travel regionally on short notice, including multi-day overnight trips
• Associates or Bachelors degree in progress
• 3 years IT service desk 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)
• 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 Qualifications

• 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

Estimated Usage of Time

• 60% - Onsite Service Desk Support (~24 hours/week)
• 20% - Remote Service Desk Support (~8 hours/week)
• 15% - Knowledge Base Documentation (~6 hours/week)
• 5% - Professional Development and Certifications (~2 hours/week)

Work Environment:

• Competitive salary, as well as employer, contributed health benefits
• Unlimited paid time off
• Onsite work 3 days/week, more as needed
• Remote work
• Access to a Company cell phone plan
• A seat on an energetic team that collaborates and pushes each other to be better
• A fast-paced but cooperative environment with endless potential for growth
• Celebration events for team and Company successes throughout the year