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CBIZ · 7 hours ago

Helpdesk Analyst I

Philadelphia, PA

Full-time

Onsite

New Grad, Entry Level

CBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. The Helpdesk Analyst I is responsible for providing on-site and remote support to customers, creating trouble tickets, troubleshooting issues, and ensuring effective communication with clients and technicians.

Bookkeeping and PayrollManagement ConsultingProfessional ServicesSmall and Medium Businesses

H1B Sponsor Likely

Hiring Manager

Candace Freeman

Responsibilities

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

Qualification

Microsoft 365Active DirectoryWindows WorkstationMicrosoft certificationsCitrix certificationsVMWare certificationsCustomer service skillsTechnical instructionsTeam environmentOrganizational skills

Required

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

Periodically travel onsite to customer's office locations for on-site support or equipment setup. (Estimated 40-60% travel)