Help Desk Analyst | Level 1 (Remote)

With over 120 offices and nearly 7,000 associates throughout the U.S. CBIZ (NYSE: CBZ) delivers top-level financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.

CBIZ is honored to be the recipient of several national recognitions for 2023:

• Best and Brightest Companies to Work for in the Nation

• Top Workplaces USA

• Top Workplaces - Financial Services Industry

• Best and Brightest Companies in Wellness

• Great Place to Work Certification

Together, CBIZ and Mayer Hoffman McCann P.C. (MHM) are ranked as one of the top providers of accounting services in the United States. MHM is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services.

Essential Functions and Primary Duties

• Engage customers via phone or email and create trouble tickets for user support calls. This entails responding to phone calls, emails, and self-service requests in a timely and professional manner.

• Open new and dispatch existing tickets to available technicians.

• Troubleshoot and address first level support tickets.

• Follow up on previously dispatched tickets to ensure first call resolutions are met.

• Consistently adhere to defined department policies and procedures for processing, escalating, notifying, and closing tickets.

• Gather sufficient information from customers for proper handoff to technicians.

• Fully document all information gathered in the ticketing software system during any communication with client.

• Strong and consistent communication with internal staff as well as with customers.

• Assist with process improvements and service delivery on a continuing basis.

• Responsible to maintain relevant certifications as needed. Includes, but not limited to, Microsoft, Citrix, VMWare, and Cisco certifications.

• Provide off-hours support for emergency calls as a member of an on-call rotation.

• Perform tasks as assigned by management.

Preferred Qualifications

• Previous MSP experience

• Experience with Microsoft 365, Windows Workstation, Active Directory

• Previous Help Desk experience is a plus

• Strong organization and customer service skills

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

The annual salary target for this job in this market is $45,000-$60,000. The specific compensation for this role will be determined based on the education, experience, and skill set of the individual selected for this position.

The compensation above is not representative of an employee's total compensation. Beyond income, you have access to: comprehensive medical and dental insurance, retirement savings, life and disability insurance, health care and dependent care reimbursement accounts, certification incentives, education assistance, referral program and much more.

The application window is anticipated to close on or before June 30th, 2024.

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