Service Desk Technician II

3 weeks ago

Cleveland, United States CBIZ Full time

With over 120 offices and nearly 7,000 associates throughout the U.S. CBIZ (NYSE: CBZ) delivers top-tier financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.

CBIZ is honored to be the recipient of several national recognitions for 2023:

• Best & Brightest Companies to Work for in the Nation
• Top Workplaces USA
• Fortune Best Workplaces for Women
• Best & Brightest Companies in Wellness
• Great Place to Work Certification

The Service Desk Technician role is to ensure proper computer operation so that end users can accomplish business tasks. Incident resolution will involve the use of diagnostic tools, for both remote and local support. Responsibilities include resolving escalated end user help requests within established SLA's and administrative type tools to fix issue/requests.

Essential Functions and Primary Duties:
• Provide associates with IT support, remotely, via phone or through submitted incidents in a timely and courteous manner.
• Document and track service desk requests and incidents.
• Perform to On Call schedule and Ticket Metrics under the direction of the Service Desk Manager
• Replace computers as necessary according to schedule and return on time
• Provide new hires with necessary equipment per service desk ticket assignment
• Act as an escalation point of contact for advanced or challenging issues.
• Build relationships and elicit information from CBIZ associates.
• Create, review, and publish knowledge articles with defining steps on how to resolve frequent issues.
• Upskill with relevant training courses.
• Keep site documentation up to date
• Engage and collaborate with team and other functional groups to resolve issues quickly.
• Willingness to participate in a rotational on-call schedule (off hours & weekends - usually once a month).
• Accepts help desk trouble tickets and works with users and other IT staff, as required, to resolve application and desktop system and technology issues
• Assists in monitoring desktop technology, operating systems, applications systems (desktop and server based) and application data
• Troubleshoots desktop hardware, places services calls and performs minor hardware repair and maintenance
• Troubleshoots application system issues and documents the resolution
• Provides desktop and applications technical support and guidance to the CBIZ user community and System Support Specialists
• Installs and assists in the monitoring of desktop operating system, anti-virus software, and other application systems patches and upgrades
• Works alongside outside service vendors for problem resolution, applications systems installations, maintenance when services are required
• Participates in the installation, implementation and/or relocation of desktop application software including core systems applications, industry standard productivity tools, desktop operating systems and desktop anti-virus and anti-spyware protection tools under the direction of a Desktop Support Specialist or Regional Manager Network Services
• Suggests ideas for application systems optimization, systems improvement, and automation of installation tasks
• Provides input to the creation and maintenance of disaster recovery plans
• May work with the Network Services Administrator and or Network Services Lead to perform backups and restores
• May assist with routine maintenance of LAN infrastructure, as needed, under the coordination of the Network Services Administrator or Lead
• Participate in the execution of assigned projects
• Has knowledge of commonly-used concepts, practices, and procedures in the support of desktop and laptop technology and applications systems
• Additional responsibilities as assigned

Preferred Qualifications:
• 6 years related experience
• VDI Support including AVD is a plus
• ITIL Certification preferred
• Experience supporting a VOIP phone system (Mitel) not required, but a plus.
• College Degree or equivalent required
• General understanding of the ITIL framework, including but not limited to Service Management, Incident Management, Change Management, Problem Management, Release Management, etc.
• Solid understanding of Windows computing environments and Microsoft Office.
• Proficient use and support of Microsoft Operating Systems (Windows 10, etc.)
• Proficient use and support of Microsoft Office applications (Word, Excel, etc.)
• Proficient use and support of both physical and virtual desktop environments (VMware Horizon, Citrix)
• Ability to quickly learn new software packages needed to support the business.
• Strong problem solving and troubleshooting skills
• Able to work in a team environment
• Proficient use of applicable technology
• Ability to follow technical instructions and guidelines
• 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
• Ability to document daily activities and system functions
• Has a sincere interest in learning IT
• Has a willingness to listen, learn and retain
• Comfortable working in a structured corporate environment

Minimum Qualifications:
• College Degree or equivalent required
• 3 years related experience
• Ability to lead and coordinate the team activities of others
• Proficient use of applicable technology
• Ability to execute and draft technical instructions and guidelines
• Ability to document daily activities and system functions
• 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

Work Shift: 12:00am - 8am EST

#LI-MM2 #LI-Hybrid

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