Helpdesk Analyst I

CBIZ

1d • Remote

About The Position

This role is responsible for reacting to level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications. The analyst will escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution. The position requires providing superior customer service by being courteous, knowledgeable, and professional. Responsibilities include responding to and logging all inquiries received from clients via telephone, email, or client portal, creating properly formatted tickets on all inquiries in ticket management software, and keeping well-documented and updated case notes on all tickets daily. The role also involves creating and maintaining client-related documentation.

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

• 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.

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED