CBIZ · 5 hours ago

Help Desk Analyst | Level 2 (Remote)

Philadelphia, PA

Full-time

Remote

Entry Level

$65K/yr - $85K/yr

1+ years exp

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Responsibilities

Open tickets and troubleshoot issues in an effort 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 to maintain 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.

Possibility for occasional on-site work.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Microsoft 365Windows WorkstationActive DirectoryMicrosoft certificationsVMWareCitrixMS-900SC-900Help Desk experienceMSP experienceCustomer service skillsProcess improvementsTechnical documentation