Service Desk Analyst

This range is provided by Franklin Fitch. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$70,000.00/yr - $75,000.00/yr

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.

• 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, Power Shell scripts, and RDP connectivity.
• Assist with hardware/software troubleshooting, MacOS support, and multi‑user applications like Quick Books.
• 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).

• 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.

• 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 Quick Books troubleshooting experience.
• CompTIA A+ certification.
• Google Workspace
• Remote Desktop Services
• Networking (Meraki, switches, firewalls)

• 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!