REMOTE-Help Desk Support Specialist in Phoenix, AZ at CBIZ

Date Posted: 6/6/2021

Job Snapshot

Job Description

With over 100 offices and nearly 5,000 associates in major metropolitan areas and suburban cities throughout the U.S. CBIZ (NYSE: CBZ) delivers top-level 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 has been honored to be the recipient of several national recognitions: 

•    2020 Best Workplaces in Consulting & Professional Services by Great Place to Work®

•    2020 Workplace Excellence Seal of Approval by the Alliance for Workplace Excellence

•    Top 101 2020 Best and Brightest Companies to Work For in the Nation

•    2020 Healthiest 100 Workplace in America

•    2021 Top Workplaces USA

CBIZ Network Solutions provides onsite and virtual technical support to Edward Jones home and branch office locations in the US and Canada. We are a trusted Edward Jones vendor with a strong focus on customer service. The Help Desk Support Specialist works remotely providing technical support and assistance related to computer systems, hardware, and software in a high volume, fast tempo call center environment.

Essential Functions and Primary Duties:

  • Troubleshoot and provide instruction over the phone while following a set knowledge base format. 
  • Diagnose, analyze, and attempt to resolve complex scenarios relating but not limited to branch video and phone systems, access issues across multiple platforms and data connectivity for branches, departments and remote users. 
  • Complete user requests and routine troubleshooting scenarios, such as password resets, answering 'how to' questions, and providing general information on supported systems. 
  • Prioritize work based on the severity level of the situation and related time sensitivity. 
  • Accurately identify and document trends for effective problem management.
  • Provide excellent customer service. 
  • Follow proper escalation procedures to ensure all activities are addressed in a timely manner.
  • Other job duties as assigned.

Preferred Qualifications:

  • Proficient use of applicable technology.
  • Ability to follow technical instructions and guidelines.
  • Ability to document daily activities and system functions.
  • Demonstrated ability to communicate verbally and in writing throughout all levels of the organization.
  • Occasional assignment to weekend and holiday support hours

Minimum Qualifications:

  • Provide a suitable workspace.
  • Maintain high speed internet access.
  • Associate degree in computer science or related field OR 2 years of related work experience.
  • Previous experience in a call center environment preferred.
  • Able to use general office equipment

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