CBIZ · 1 day ago
Helpdesk Analyst II
Philadelphia, PA
Full-time
Hybrid
Mid Level
3+ years expCBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. The Helpdesk Analyst II will be responsible for troubleshooting issues, managing support tickets, and assisting with client onboarding projects while ensuring adherence to departmental policies and procedures.
Bookkeeping and PayrollManagement ConsultingProfessional ServicesSmall and Medium Businesses
Hiring Manager
Candace Freeman
Responsibilities
Open tickets and troubleshoot issues to achieve first call resolution metrics
Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets
Troubleshoot and address second level support tickets
Utilize general troubleshooting techniques and available resources provided in order to diagnose and resolve issues
Fully document all associated resolutions and/or actions taken in the ticketing software system by means of knowledgebase articles and other technical documentation
Provide routine preventative maintenance tasks as defined by service level agreements
Assist with client onboarding projects and other tasks/projects as assigned
Strong and consistent communication with internal staff as well as with customers
Assist with process improvements and service delivery on a continuing basis
Responsible for maintaining relevant technical 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
Qualification
Required
Bachelor's degree in relevant field
3 years of relevant work experience
Achieve professional certifications relative to area of expertise, must have and preserve required licenses
Must possess analytical skills
Proficient use of applicable technology
Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
Must be able to travel based on client and business needs
Preferred
Previous MSP experience
3-5 years of experience in a previous help desk environment
Experience with Microsoft 365, Windows Workstation, Active Directory
Strong organization and customer service skills
MS Certification – e.g. MS-102 or MD-102
Company
CBIZ
CBIZ through its subsidiaries, provides professional business services primarily to small and medium-sized businesses, individuals,
10001+ employees
H1B Sponsorship
CBIZ has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (1)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
unknown2003-06-04Acquired
1995-05-05IPO
Leadership Team
Brad Lakhia
Senior Vice President & Chief Financial Officer
W
Ware H. Grove
SVP & CFO
Recent News
2025-12-18
2025-12-09
Company data provided by crunchbase