What are the responsibilities and job description for the Helpdesk Analyst I position at CBIZ?
Job Description
Essential Functions And Primary Duties
Minimum Qualifications
CBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.
CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.
Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.
Essential Functions And Primary Duties
- Periodically travel onsite to customer’s office locations for on-site support or equipment setup. (Estimated 40-60% travel).
- On-site support may be equipment setup or troubleshooting, typically network or workstation devices. Additional on-site travel may involve new customer onboarding.
- 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.
- Must live geographically close to Philadelphia, PA.
- Must have a driver’s license and a vehicle that can travel to customer sites and potentially carry equipment reliably.
- 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
- Able to lift up to 50 lbs
CBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.
CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.
Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.