Helpdesk Analyst I

About the role

#LI-CR2 #LI-Remote

Responsibilities

Essential Functions and Primary Duties

React to level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications

Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution

Provide superior customer service by being courteous, knowledgeable, and professional

Respond to and log all inquiries received from clients via telephone, email, or client portal

Create properly formatted tickets on all inquiries in ticket management software

Keep well documented and updated case notes on all tickets daily

Create and maintain client-related documentation

Preferred Qualifications

2+ years experience in a Service Desk / NOC (or similar) environment

2+ years supporting and troubleshooting Active Directory, Microsoft Windows desktop and server platforms, Azure and O365

2+ years supporting and troubleshooting network connectivity issues

2+ years’ experience – Mobile Device Support

1+ years’ experience - Server Hardware Technologies Support

1+ years’ experience - Corporate Antivirus Support, VPN Connectivity Support

Knowledge and experience using a ticketing system such as ConnectWise Manage

Knowledge and experience with Layer 1, 2, and 3 troubleshooting

Knowledge and experience with Office 365 Email

Knowledge and experience with patching desktop systems

Professional level verbal and written communication skills

Exceptional customer service and phone etiquette skills

Ability to work on multiple, concurrent tasks and adapt to shifting priorities.

Qualifications

Minimum Qualifications

High School Diploma or GED equivalent required

Proficient use of applicable technology

Ability to follow technical instructions and guidelines

Able to work in a team environment

Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally

Ability to travel as required by business and on-call availability

Able to lift up to 50 lbs

About Us

CBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth. CBIZ has more than 9,500 team members across 23 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.

Posting text as published by CBIZ.

The evidence behind this listing

Workplace

Remote Employer field

Seniority

Not established

Employment type

full time

Location as listed

Remote, US

Pay and work authorization

Stated pay

Not stated

Visa sponsorship

Not stated

Security clearance

Not established

Citizenship

Not established