Note: The job is a remote job and is open to candidates in USA. CBIZ is a professional services advisor serving middle-market businesses across accounting, tax, advisory, benefits, insurance, and technology. The Helpdesk Analyst I provides level 1 technical support, troubleshoots hardware and software issues, responds to client inquiries, documents cases, and escalates problems when needed.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- Remote work arrangement
- Opportunities to grow, both personally and professionally, throughout their careers
Company Overview
Company H1B Sponsorship