[Remote] Helpdesk Analyst I

Note: The job is a remote job and is open to candidates in USA. CBIZ is hiring a Helpdesk Analyst I to respond to level 1 service issues and provide technical troubleshooting and customer support. The role also involves escalating problems, documenting and tracking inquiries, and maintaining client-related documentation.

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
• 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

Company Overview

CBIZ provides accounting, tax, advisory, insurance, benefits, technology, and business consulting services for various organizations. It was founded in 1996, and is headquartered in Independence, Ohio, USA, with a workforce of 10001+ employees. Its website is http://www.cbiz.com.

Company H1B Sponsorship

CBIZ has a track record of offering H1B sponsorships, with 1 in 2026, 1 in 2025, 1 in 2023, 1 in 2022, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.