Cbiz, Inc. Cleveland , OH 44114
Posted 4 weeks ago
With over 120 offices and nearly 7,000 associates throughout the U.S. CBIZ (NYSE: CBZ) delivers top-tier 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 & Brightest Companies to Work for in the Nation
Top Workplaces USA
Fortune Best Workplaces for Women
Best & Brightest Companies in Wellness
Great Place to Work Certification
The Service Desk Technician role is to ensure proper computer operation so that end users can accomplish business tasks. Incident resolution will involve the use of diagnostic tools, for both remote and local support. Responsibilities include resolving escalated end user help requests within established SLA's and administrative type tools to fix issue/requests.
Essential Functions and Primary Duties:
Provide associates with IT support, remotely, via phone or through submitted incidents in a timely and courteous manner.
Document and track service desk requests and incidents.
Perform to On Call schedule and Ticket Metrics under the direction of the Service Desk Manager
Replace computers as necessary according to schedule and return on time
Provide new hires with necessary equipment per service desk ticket assignment
Act as an escalation point of contact for advanced or challenging issues.
Build relationships and elicit information from CBIZ associates.
Create, review, and publish knowledge articles with defining steps on how to resolve frequent issues.
Upskill with relevant training courses.
Keep site documentation up to date
Engage and collaborate with team and other functional groups to resolve issues quickly.
Willingness to participate in a rotational on-call schedule (off hours & weekends - usually once a month).
Accepts help desk trouble tickets and works with users and other IT staff, as required, to resolve application and desktop system and technology issues
Assists in monitoring desktop technology, operating systems, applications systems (desktop and server based) and application data
Troubleshoots desktop hardware, places services calls and performs minor hardware repair and maintenance
Troubleshoots application system issues and documents the resolution
Provides desktop and applications technical support and guidance to the CBIZ user community and System Support Specialists
Installs and assists in the monitoring of desktop operating system, anti-virus software, and other application systems patches and upgrades
Works alongside outside service vendors for problem resolution, applications systems installations, maintenance when services are required
Participates in the installation, implementation and/or relocation of desktop application software including core systems applications, industry standard productivity tools, desktop operating systems and desktop anti-virus and anti-spyware protection tools under the direction of a Desktop Support Specialist or Regional Manager Network Services
Suggests ideas for application systems optimization, systems improvement, and automation of installation tasks
Provides input to the creation and maintenance of disaster recovery plans
May work with the Network Services Administrator and or Network Services Lead to perform backups and restores
May assist with routine maintenance of LAN infrastructure, as needed, under the coordination of the Network Services Administrator or Lead
Participate in the execution of assigned projects
Has knowledge of commonly-used concepts, practices, and procedures in the support of desktop and laptop technology and applications systems
Additional responsibilities as assigned
Preferred Qualifications:
6 years related experience
VDI Support including AVD is a plus
ITIL Certification preferred
Experience supporting a VOIP phone system (Mitel) not required, but a plus.
College Degree or equivalent required
General understanding of the ITIL framework, including but not limited to Service Management, Incident Management, Change Management, Problem Management, Release Management, etc.
Solid understanding of Windows computing environments and Microsoft Office.
Proficient use and support of Microsoft Operating Systems (Windows 10, etc.)
Proficient use and support of Microsoft Office applications (Word, Excel, etc.)
Proficient use and support of both physical and virtual desktop environments (VMware Horizon, Citrix)
Ability to quickly learn new software packages needed to support the business.
Strong problem solving and troubleshooting skills
Able to work in a team environment
Proficient use of applicable technology
Ability to follow technical instructions and guidelines
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
Ability to document daily activities and system functions
Has a sincere interest in learning IT
Has a willingness to listen, learn and retain
Comfortable working in a structured corporate environment
Minimum Qualifications:
College Degree or equivalent required
3 years related experience
Ability to lead and coordinate the team activities of others
Proficient use of applicable technology
Ability to execute and draft technical instructions and guidelines
Ability to document daily activities and system functions
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
Work Shift: 6pm-2am EST
#LI-MM2 #LI-Hybrid
Cbiz, Inc.