Help Desk Analyst Level 2 - Philadelphia, United States - CBIZ

CBIZ

Verified Company

Philadelphia, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Status Category:

Full-Time

Exempt/Non-Exempt:

Exempt

Scheduled Hours Per Week:

Job Code:

IT174
With over 120 offices and nearly 7,000 associates throughout the U

S
CBIZ (NYSE:
CBZ) delivers top-level financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.

CBIZ is honored to be the recipient of several national recognitions for 2023:

Best and Brightest Companies to Work for in the Nation
Top Workplaces USA

Top Workplaces

Financial Services Industry
Best and Brightest Companies in Wellness
Great Place to Work Certification

Together,
CBIZ and Mayer Hoffman McCann P.C. (MHM) are ranked as one of the top providers of accounting services in the United States.

MHM is an independent CPA firm that provides audit, review and attest services, while
CBIZ provides business consulting, tax and financial services.

Essential Functions and Primary Duties

Full time remote
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 offhours support for emergency calls as a member of an oncall rotation.
Perform tasks as assigned by management.
Possibility for occasional onsite work.

Preferred Qualifications

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

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 oncall availability

The annual salary target for this job in this market is $65,000-$100,000.

The specific compensation for this role will be determined based on the education, experience, and skill set of the individual selected for this position.

The compensation above is not representative of an employee's total compensation.

Beyond income, you have access to:

comprehensive medical and dental insurance, retirement savings, life and disability insurance, health care and dependent care reimbursement accounts, certification incentives, education assistance, referral program and much more.

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CBIZAdvisory

CBIZ

Jobs Category:
Advisory

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