Service Desk Analyst II

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. Hybrid Field Role Requirements 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 Level1‑2 support issues. Engage with initial calls and/or emails, create the initial ticket, and elevate as necessary to other departments with warm handoffs. Maintain tickets, reviewing existing cases to close or follow up with users, setting reminders for future action. Ensure that tickets are completed in a timely manner, coordinating with the escalation team as needed. Knowledgebase and CRM Management Maintain and write accurate knowledge base articles and keep the knowledge base current. Maintain client information records, ensuring they are updated in applicable systems. 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 ensure 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. 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 Windows10/11. 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 Managed Service Provider experience. Microsoft Certifications, particularly any prerequisite for Microsoft365 Certified: Enterprise Administrator Expert and ExamMS‑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) #J-18808-Ljbffr Cortavo, Inc.