Helpdesk Analyst I

CBIZ, Inc.•Trevose, PA

34d•Hybrid

About The Position

Essential Functions and Primary Duties 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.

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

Nice To Haves

Must live geographically close to Philadelphia, PA.
Must have a driver's license and a vehicle that can travel to customer sites and potentially carry equipment reliably.
Previous MSP experience.
Experience with Microsoft 365, Windows Workstation, Active Directory.
Previous Help Desk experience is a plus.
Strong organization and customer service skills.

Responsibilities

Periodically travel onsite to customer's office locations for on-site support or equipment setup.
Engage customers via phone or email and create trouble tickets for user support calls.
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.
Provide off-hours support for emergency calls as a member of an on-call rotation.
Perform tasks as assigned by management.