Job summary
Job post source
This job is directly from Cortavo, Inc.
Job overview
The Service Desk Analyst at Cortavo, Inc. provides technical support to managed services customers, resolving issues related to applications, connectivity, and user onboarding/offboarding, primarily through remote assistance.
Responsibilities and impact
The analyst handles inbound calls and tickets, troubleshoots Level 1-2 IT issues, maintains and escalates tickets, updates customer records, collaborates with engineering for complex issues, and writes knowledge base articles.
Compensation and benefits
The position offers a competitive salary, employer-contributed health benefits, unlimited paid time off, a company cell phone plan, and a supportive, dynamic work environment in a Sandy Springs, GA office.
Experience and skills
Candidates need 2 years of IT service desk and customer service experience, familiarity with service desk ticketing systems, Microsoft 365, Windows 10/11, network devices, strong communication skills, and the ability to work under pressure and on-call.
Career development
The role includes opportunities for professional development and certifications, with time allocated weekly for skill improvement and training alongside engineering peers.
Work environment and culture
The company culture is collaborative, high-energy, fast-paced yet supportive, with regular team celebrations and a focus on continuous improvement and work-life balance.
Company information
Cortavo, Inc. is a managed services provider focused on delivering IT support and solutions to its customers, operating from a modern office location in Sandy Springs, GA.
Team overview
The Service Desk Analyst reports directly to the Service Desk Manager and works closely with the engineering department and peers within the service desk team.
Job location and travel
The job is based in the Sandy Springs, GA office with a Class A building environment and includes some remote support work.
Unique job features
This role uniquely combines technical support duties with knowledge base documentation and offers an on-call rotation, emphasizing both customer service and technical proficiency.
Company overview
Cortavo, Inc. is a managed IT services provider that offers comprehensive technology solutions to small and medium-sized businesses. They make money by providing subscription-based IT support, cybersecurity services, and cloud solutions, ensuring clients' systems run smoothly and securely. Founded with a focus on simplifying IT management, Cortavo has grown by addressing the unique needs of businesses looking to outsource their IT operations. Their history includes a commitment to innovation and customer service, making them a trusted partner for companies seeking reliable IT infrastructure.
How to land this job
Tailor your resume to highlight your experience with IT service desk support, focusing on proficiency with ticketing systems like Autotask and skills in Microsoft 365 Administration and Windows 10/11 troubleshooting.
Emphasize your customer service skills, especially your ability to communicate empathetically and professionally over the phone, as well as your multitasking and organizational abilities under pressure.
Apply through multiple channels including Cortavo, Inc.'s corporate careers page and LinkedIn to maximize your application visibility and ensure it reaches the right hiring managers.
Connect on LinkedIn with current Service Desk Analysts and the Service Desk Manager at Cortavo, Inc. Use ice breakers like asking about their experience with knowledge base documentation or how they handle high-pressure situations during support calls.
Optimize your resume for ATS by incorporating keywords from the job description such as 'service desk support,' 'Autotask,' 'Microsoft 365 Administration,' 'ticketing systems,' 'customer service,' and 'knowledge base articles' to pass initial automated screenings.
Leverage Jennie Johnson's Power Apply feature to automate tailored resume submissions, identify the best application platforms, and find LinkedIn contacts to network with, allowing you to focus more on preparing for interviews and professional development.
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