[Hiring] Helpdesk Analyst I @CBIZ

Role 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.

Qualifications

• 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 in Mobile Device Support.
• 1+ years’ experience in Server Hardware Technologies Support.
• 1+ years’ experience in 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.

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.