Responsibilities
CBIZ's Managed Services Technology division is looking for an experienced Level 1 Service Desk Analyst to support clients. The Analyst will be part of the service desk team, providing hybrid support to our MSP clients in the Manhattan metro area, with a requirement to work after hours and/or weekends as part of a call rotation when needed. The schedule is Monday - Friday 8:00 a.m. – 5:00 p.m. ET. This role requires excellent communication skills, proactive thinking, strong customer service, urgency, and a desire to grow Azure skills. The primary focus will be technical support for Azure and Azure Virtual Desktop, as well as support for local and wide area networks, Microsoft Windows PCs, mobile devices, password resets, and user management in Active Directory and Office 365.
At least two years of experience with Azure and Azure Virtual Desktop support.
Provide remote support as part of the service desk team.
Respond to Level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications.
Escalate problems to the appropriate engineering disciplines or external vendors to achieve resolution.
Deliver superior customer service by being courteous, knowledgeable, and professional.
Respond to and log all client inquiries via telephone, email, or client portal.
Create properly formatted tickets for all inquiries in ticket management software.
Maintain well‑documented case notes on all tickets daily.
Create and maintain client‑related documentation.
Preferred Qualifications
2+ years in a Service Desk / NOC or similar environment.
3+ years supporting and troubleshooting Active Directory, Microsoft Windows desktop and server platforms, Azure and Office 365.
2+ years supporting and troubleshooting network connectivity issues.
2+ years experience in Mobile Device Support.
1+ year experience in Server Hardware Technologies Support.
2+ years experience in Corporate Antivirus Support and VPN Connectivity Support.
Knowledge of ticketing systems such as ConnectWise Manage.
Knowledge of Layer 1, 2, and 3 troubleshooting.
Knowledge of Office 365 Email.
Knowledge of patching desktop systems.
Professional verbal and written communication skills.
Exceptional customer service and phone etiquette skills.
Ability to manage multiple concurrent tasks and adapt to shifting priorities.
Networking Knowledge
Solid understanding and ability to configure TCP/IP subnetting and troubleshoot Internet connectivity.
Understanding of routers and firewalls.
Understanding of Terminal Services & Citrix.
Understanding of the relationship between switches, routers, patch panels, and connecting nodes in a network.
Understanding of DNS services.
Detail oriented with strong problem‑solving capabilities.
Strong follow‑up skills to ensure timely handling of problems.
Desire and demonstrated ability to continuously learn new technologies, client business issues, and other job functions.
Data backup and recovery support, and experience using a remote monitoring tool such as ConnectWise Automate (plus).
Minimum Qualifications
High school diploma or GED required.
Must maintain current required licenses and certifications relevant to the field of expertise.
Demonstrates the ability to communicate verbally and in writing at all organizational levels, both internally and externally.
Effective customer service skills.
Proficient use of applicable technology.
Ability to work in a team environment as well as independently.
Ability to analyze and prioritize multiple responsibilities.
About Us CBIZ Inc. is a leading professional services advisor to middle‑market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward‑thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 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.
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At least two years of experience with Azure and Azure Virtual Desktop support.
Provide remote support as part of the service desk team.
Respond to Level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications.
Escalate problems to the appropriate engineering disciplines or external vendors to achieve resolution.
Deliver superior customer service by being courteous, knowledgeable, and professional.
Respond to and log all client inquiries via telephone, email, or client portal.
Create properly formatted tickets for all inquiries in ticket management software.
Maintain well‑documented case notes on all tickets daily.
Create and maintain client‑related documentation.
Preferred Qualifications
2+ years in a Service Desk / NOC or similar environment.
3+ years supporting and troubleshooting Active Directory, Microsoft Windows desktop and server platforms, Azure and Office 365.
2+ years supporting and troubleshooting network connectivity issues.
2+ years experience in Mobile Device Support.
1+ year experience in Server Hardware Technologies Support.
2+ years experience in Corporate Antivirus Support and VPN Connectivity Support.
Knowledge of ticketing systems such as ConnectWise Manage.
Knowledge of Layer 1, 2, and 3 troubleshooting.
Knowledge of Office 365 Email.
Knowledge of patching desktop systems.
Professional verbal and written communication skills.
Exceptional customer service and phone etiquette skills.
Ability to manage multiple concurrent tasks and adapt to shifting priorities.
Networking Knowledge
Solid understanding and ability to configure TCP/IP subnetting and troubleshoot Internet connectivity.
Understanding of routers and firewalls.
Understanding of Terminal Services & Citrix.
Understanding of the relationship between switches, routers, patch panels, and connecting nodes in a network.
Understanding of DNS services.
Detail oriented with strong problem‑solving capabilities.
Strong follow‑up skills to ensure timely handling of problems.
Desire and demonstrated ability to continuously learn new technologies, client business issues, and other job functions.
Data backup and recovery support, and experience using a remote monitoring tool such as ConnectWise Automate (plus).
Minimum Qualifications
High school diploma or GED required.
Must maintain current required licenses and certifications relevant to the field of expertise.
Demonstrates the ability to communicate verbally and in writing at all organizational levels, both internally and externally.
Effective customer service skills.
Proficient use of applicable technology.
Ability to work in a team environment as well as independently.
Ability to analyze and prioritize multiple responsibilities.
About Us CBIZ Inc. is a leading professional services advisor to middle‑market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward‑thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 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.
#J-18808-Ljbffr