CBIZ Advisory Services · 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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Hiring Manager
Harrison Pew
Insider Connection @CBIZ Advisory Services
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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
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Required
College Degree or equivalent required
1 year related experience
Proficient use of applicable technology
Ability to follow 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
Responsible to maintain relevant technical certifications as needed. Includes, but not limited to, Microsoft, Citrix, VMWare, and Cisco certifications.
Preferred
Previous MSP experience
Experience with Microsoft 365, Windows Workstation, Active Directory
Previous Help Desk experience is a plus
Strong organization and customer service skills
Certifications: MS-900, AZ-900, AZ-104, SC-900
Benefits
Comprehensive medical and dental insurance
Retirement savings
Life and disability insurance
Health care and dependent care reimbursement accounts
Certification incentives
Education assistance
Referral program
Company
CBIZ Advisory Services
The Advisory practice of CBIZ Inc (NYSE: CBZ) is committed to providing multidisciplinary, agile financial advisory solutions that respond to the complexity of your business’ needs today while simultaneously pursuing tomorrow’s opportunities.
501-1,000 employees
Funding
Current Stage
Late StageLeadership Team
Ben Anderson, CPA
Partner
Martin Spector, CPA, JD
MANAGING DIRECTOR
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