Service Desk Analyst I

Job Description

#LI-CF2 #LI-hybrid

Responsibilities

CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.


CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.


Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.


CBIZ's Managed Services Technology division is looking for an experienced NOC Technician to support clients.


The NOC Analyst Level 1 will be part of the service desk team, providing mostly remote support to our MSP clients. The shift is Monday-Friday, 8:00 a.m. - 5:00 p.m. ET, with hour for lunch. The ability to work after hours and/or weekends as part of a call rotation and when necessary, will be required.

The NOC Analyst Level I primarily performs technical support for clients related to local and wide area networks, MS Windows personal computers, mobile devices, as well as provides password resets, and adds/modifies users in Active Directory and O365.

Essential Functions and Primary Duties

• Be part of the service desk team, providing mostly remote support to our MSP clients.
• 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.
• Networking
  • Solid understanding of and ability to configure TCP/IP subnetting and troubleshooting Internet connectivity
  • Understanding of routers and firewalls
  • Understanding of Terminal Services & Citrix
  • Understanding of relationship between switches, routers, patch panels and connecting nodes to a network
  • Understanding of DNS services
• Detail oriented and strong problem-solving capabilities.
• Strong follow-up skills to ensure that problems are handled in a timely manner.
• Desire and demonstrated ability to continuously learn (new technologies, client business issues, other job functions, etc.).
• Data Backup and Recovery Support and Knowledge and experience with using a remote monitoring tool such as ConnectWise Automate are a plus.

Qualifications

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

About Us

CBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth. CBIZ has more than 9,500 team members across 23 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.