Service Desk Technician 1 in Cleveland at CBIZ

Date Posted: 11/24/2019

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: 2019 America's Best Mid-Size Employers by Forbes, 2019 Best Workplaces in Consulting & Professional Services by Great Place to Work® and FORTUNE, 2019 Workplace Excellence Seal of Approval by the Alliance for Workplace Excellence, and one of the Top 101 highest scoring companies in the country for Best and Brightest Companies to Work For in the Nation by the National Association for Business Resources.

Our CBIZ Cleveland office is home to our corporate headquarters. It is also comprised of several business entities that provide accounting, insurance, payroll and employee benefits services - all working together to help your company grow and succeed.

CBIZ is seeking a Service Desk Technician in our Corporate Office. The Service Desk Technician Level I role is to ensure proper computer operation so that end users can perform their work. Incident resolution will involve the use of diagnostic tools, for both remote and local support.

Essential Functions and Primary Duties:

  • Field incoming service desk emails and telephone calls in a timely and courteous manner.
  • Provide technical assistance and support for all IT products and services for incoming queries and issues related to computer systems.  Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
  • Validate and document all user information when a trouble call is made.
  • Ability to quickly build a rapport and elicit information from end users.
  • Willingness to participate in a rotational on-call schedule (off hours & weekend).
  • Analysis of service desk tickets in order to identify recurring problem areas and escalate accordingly.
  • Aid in the building of a knowledge base to better assist with improving first call resolution times.
  • Assist with IT Operations function by participating in, and coordinating in change and incident management meetings.
  • Validate fixes to ensure problem has been resolved correctly.

Minimum Requirements:

  • High School Diploma or GED equivalent required.
  • Solid understanding of Windows computing environments and Microsoft Office.
  • Ability to quickly learn new software packages needed to support the business.
  • Strong problem solving and troubleshooting skills.
  • Able to work independently or in a team.
  • Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally.
  • Ability to research into many computing issues and absorb and retain information quickly.
  • Self-motivated, great attention to detail, and able to propose ideas in a user friendly language.

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