Service Desk Analyst

1 day ago

Atlanta, Georgia, United States Franklin Fitch Full time $65,000 - $75,000 per year

Service Desk Analyst (Level 2) | Atlanta, GA | $65,000 - $75,000

Do you thrive on solving complex IT challenges and delivering exceptional customer support? Are you motivated by working across diverse technologies in a fast-paced managed services environment? If you're looking for a role where your technical expertise, problem-solving skills, and customer-first approach make a direct impact, this could be the next step in your career.

A growing technology services provider is seeking a Level 2 Service Desk Analyst to join their Atlanta-based team. In this role, you'll be the face of IT support for end users, resolving a wide range of issues, collaborating with engineers, and helping shape the knowledge base that drives service excellence.

Key Responsibilities

  • Manage ~50 active tickets per day and close ~90 tickets per week across Level 1–3 issues.
  • Deliver empathetic, clear, and professional support via phone, email, and ticketing system (Autotask).
  • Troubleshoot Microsoft 365 issues (including mail flow, Teams Voice, and admin tasks), Windows 10/11, printers, and networking problems.
  • Support user onboarding and offboarding, including account management and access provisioning.
  • Resolve more advanced technical challenges such as registry edits, PowerShell scripts, and RDP connectivity.
  • Assist with hardware/software troubleshooting, MacOS support, and multi-user applications like QuickBooks.
  • Create and maintain accurate knowledge base articles to strengthen team-wide knowledge sharing.
  • Partner with engineers to tackle complex technical cases and continuously grow expertise.
  • Pursue certifications and professional development milestones.
  • Participate in the after-hours on-call rotation (currently once every 6 weeks).

Key Skills & Qualifications

Required:

  • Experience in a Managed Service Provider (MSP) environment.
  • 2+ years of IT service desk experience and phone-based customer service.
  • Experience with Microsoft 365 administration, Windows 10/11, and Microsoft Office Suite.
  • General networking knowledge (switches, firewalls, DNS/DHCP).
  • Strong multitasking skills with a KPI-driven mindset.
  • Excellent written and verbal communication, with a patient and empathetic approach to customer support.

Preferred:

  • Bachelor's degree in IT or related field.
  • Microsoft certifications (MS-102 or related prerequisites).
  • Familiarity with IT Glue, Datto RMM, and Meraki.
  • MacOS support and QuickBooks troubleshooting experience.
  • CompTIA A+ certification.

Tech Stack Exposure

  • Microsoft 365 | Azure AD | Entra | Teams Voice
  • Google Workspace
  • Datto RMM | IT Glue | Autotask
  • Remote Desktop Services
  • Networking (Meraki, switches, firewalls)
  • Mobile devices (iOS & Android)

Why Join?

  • Immediate impact supporting diverse customers in a high-profile role.
  • Collaborative, tight-knit team with mentorship from experienced engineers.
  • Fast-paced environment that accelerates learning and career growth.
  • Opportunity to earn certifications, broaden technical expertise, and contribute to team-wide knowledge.

We're actively scheduling interviews for this position. Apply today to take your next step in IT support

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