REMOTE Help Desk Support Specialist in Cleveland at CBIZ

Date Posted: 11/15/2021

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

BIZ Network Solutions provides onsite 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. Technicians provide maintenance, install, MAC, Help Desk and project support to Edward Jones branch offices, vendor sites and home FA locations in specified service territory. Responsible for troubleshooting, repairing and upgrading all electronic voice, data and AV hardware including but not limited to network equipment, desktop terminals, monitors, printers, telephony equipment and cabling including terminations. Equipment serviced is subject to change as business needs dictate. In addition, our team provides onsite technical support to Edward Jones as needed to coordinate projects, manage processes and provide software solutions.

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.  
  • Follow proper escalation procedures to ensure all activities are addressed in a timely manner.
  • Other job duties as assigned.

Preferred Qualifications:

  • Provide a suitable workspace.
  • Maintain high speed internet access.
  • 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:

  • 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

REASONABLE ACCOMMODATION

If you are a qualified individual with a disability you may request reasonable accommodation if you are unable or limited in your ability to use or access this site as a result of your disability. You can request a reasonable accommodation by calling 844-558-1414 (toll free) or send an email to accom@cbiz.com.

EQUAL OPPORTUNITY EMPLOYER

CBIZ is an affirmative action-equal opportunity employer and reviews applications for employment without regard to the applicant’s race, color, religion, national origin, ancestry, age, gender, gender identity, marital status, military status, veteran status, sexual orientation, disability, or medical condition or any other reason prohibited by law. If you would like more information about your EEO rights as an applicant under the law, please visit these following pages EEO is the Law and EEO is the Law Supplement.

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