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Helpdesk Analyst I

CBIZ, Inc.
Remote, USA
Junior · 2+ years experience
Remote
Discovered 4 days ago
azure

Full Job Posting

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

Responsibilities

  • Essential Functions and Primary Duties
  • 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

Preferred 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 – 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.

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