Helpdesk Analyst II

Job Title

Essential Functions and Primary Duties

• Open tickets and troubleshoot issues to achieve first call resolution metrics.
• Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets.
• Troubleshoot and address second level support tickets.
• Utilize general troubleshooting techniques and available resources provided in order to diagnose and resolve issues.
• Fully document all associated resolutions and/or actions taken in the ticketing software system by means of knowledgebase articles and other technical documentation.
• Provide routine preventative maintenance tasks as defined by service level agreements.
• Assist with client onboarding projects and other tasks/projects as assigned.
• Strong and consistent communication with internal staff as well as with customers.
• Assist with process improvements and service delivery on a continuing basis.
• Responsible for maintaining relevant technical 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.

Preferred Qualifications

• Previous MSP experience
• 3-5 years of experience in a previous help desk environment
• Experience with Microsoft 365, Windows Workstation, Active Directory
• Strong organization and customer service skills
• MS Certification – e.g. MS-102 or MD-102

Minimum Qualifications

• Bachelor's degree in relevant field
• 3 years of relevant work experience
• Achieve professional certifications relative to area of expertise, must have and preserve required licenses
• Must possess analytical skills
• Proficient use of applicable technology
• Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
• Must be able to travel based on client and business needs

About Us

CBIZ, Inc. 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.