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Onsite Service Desk Analyst

Company: Aventis Systems, Inc.
Location: Atlanta
Posted on: January 16, 2022

Job Description:

About the Job:The Onsite Service Desk Analyst is responsible for incoming first line calls for a singular Cortavo Client. This position is our Tier 1 help desk support for this specific managed services customer, providing onsite support during normal business hours, guidance on and working with Cortavo Systems Engineers to help end users' support questions. The Service Desk Analyst spends the majority of the day performing onsite support for our customer while working from our customer's office location.You will field questions relating to issues with opening applications, printers, connectivity to different systems, builds of new users, and many more tasks. In this role you will have an opportunity to learn from our Systems Engineers and continue to learn new skills which will help you advance within Cortavo!This role reports to the Vice President of IT Operations and indirectly reports to an Engineering Team Lead.
Minimum Qualifications:

  • BS in Information Technology or Computer Related Field
  • 2 years IT help desk experience
  • 2 years of customer service experience over the phone
  • General knowledge of network devices (switches, firewalls, etc)
  • General knowledge of Microsoft 365
  • General knowledge of Windows 10
  • Proficiency in Microsoft Office Suite & Microsoft Teams
  • Experience with help desk ticketing systems (Desk, Fresh, ConnectWise)
  • Experience in a customer service/help desk related environment
    Preferred Qualifications:
    • Empathy for customer when delays or issues occur
    • Exceptional written and verbal communications
    • Good organizational skills
    • Ability to manage time effectively
    • Strong multi-tasking skills
    • Microsoft Certification a plus
    • IT hardware, software, and managed services technology experience a plus
      The Ideal Candidate will:
      • Engage with initial calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs.
      • 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 support issues.
      • 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.
      • Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (ConnectWise, Salesforce, etc).
      • 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.
      • Train with Engineering Team Leads and Technical Support employees to help better your skills and knowledge. Work with them on more complex issues as time allows.
      • Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services.
        Estimated Usage of Time80% - Managed Services help desk support20% - Employee Improvement and Professional Development
        At Aventis Systems, Inc we believe in rewarding our employees for their hard work and loyalty, which is why our company culture is built on recognition through generous perks, incentives, and awards including the following
        • Unlimited paid time off
        • Full-time employees are eligible to elect medical, dental, and vision insurance
        • Unlimited Time Off (PTO)
        • Aventis Education - Student Debt Relief Program
        • Aventis Fit - Free Fitness Program
        • Aventis Kids - Child Care Expense Relief Program
        • Aventis Mobile - Cell Phone Plan
        • Aventis Auto Program (Employer-sponsored Tesla vehicle)
        • Aventis Flights - Round Trip domestic airline tickets.
          Join a company that believes in merit-based rewards and recognition. Learn more at
          Company mission: To work relentlessly with IT professionals to make their jobs easier; provide sound advice to meet technical and budgetary requirements; give peace of mind regarding infrastructure and cloud investments; and offer an exceptional customer experience from start to finish.

Keywords: Aventis Systems, Inc., Atlanta , Onsite Service Desk Analyst, Professions , Atlanta, Georgia

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