Helpdesk Analyst I

🕒 July 24

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $26 - $31 / hour

⏰ Full Time

🟠 Senior

🔴 Lead

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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CBIZ

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

🛡️ Insurance

🏥 Healthcare

🏭 Manufacturing

Insurance • Healthcare • Manufacturing

CBIZ is a national professional services firm built for the middle market that provides accounting, tax, advisory, benefits, insurance, and technology solutions to businesses and organizations. The company combines local relationships with national resources to deliver services including audit and attest (through its licensed CPA entity), tax planning and compliance, risk and advisory, HR and benefits administration, insurance solutions, investment and transaction advisory, and technology and cybersecurity services. CBIZ focuses on industry-specific guidance and data-driven insights to help clients grow, manage risk, and improve operations.

📋 Description

• React to level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications • Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution • Provide superior customer service by being courteous, knowledgeable, and professional • Respond to and log all inquiries received from clients via telephone, email, or client portal • Create properly formatted tickets on all inquiries in ticket management software • Keep well documented and updated case notes on all tickets daily • Create and maintain client-related documentation

🎯 Requirements

• 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 • 2+ years experience in a Service Desk / NOC (or similar) environment • 2+ years supporting and troubleshooting Active Directory, Microsoft Windows desktop and server platforms, Azure and O365 • 2+ years supporting and troubleshooting network connectivity issues • 2+ years’ experience – Mobile Device Support • 1+ years’ experience - Server Hardware Technologies Support • 1+ years’ experience - Corporate Antivirus Support, VPN Connectivity Support • Knowledge and experience using a ticketing system such as ConnectWise Manage • Knowledge and experience with Layer 1, 2, and 3 troubleshooting • Knowledge and experience with Office 365 Email • Knowledge and experience with patching desktop systems • Professional level verbal and written communication skills • Exceptional customer service and phone etiquette skills • Ability to work on multiple, concurrent tasks and adapt to shifting priorities