REMOTE-Help Desk Support Specialist at CBIZ in Tempe, Arizona

Job Description:

Status Category:
Full-Time

Exempt/Non-Exempt:
Non-Exempt

Scheduled Hours Per Week:
40

Job Code:
NP0254

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.


• 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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