Executive IT Support Specialist - Cbiz

With over 120 offices and nearly 7,000 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 for 2023:        

• Best and Brightest Companies to Work for in the Nation 
• Top Workplaces USA 
• Best Places to Work in Insurance 
• Best and Brightest Companies in Wellness 
• Great Place to Work Certification

CBIZ 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. The Executive IT Support Specialist focuses on supporting the remote technology, including both hardware and software, for top ranking associates within the firm. The ideal candidate is able to think critically and solve problems independently in a fast-paced environment.

Job Purpose / Objective:

• Resolve end-user issues escalated to Help Desk through phone, email, and ticket inquiries according to stated operating level objectives.

Essential Functions and Primary Duties

• Troubleshoot and provide instruction over the phone via incoming and outgoing calls (based on department needs).
• Remotely diagnose and troubleshoot complex, non-routine technical problems.
• Navigate and utilize a set knowledge base as well as think outside of the box to assist in resolutions for end users.
• Follow escalation procedures to ensure all activities are addressed in a timely manner.
• Thoroughly document steps taken in troubleshooting.
• Prioritize projects and meet required deadlines.
• Analyze user impact because of changes in hardware, software, and network configurations to identify trends and evaluate risk.
• Provide feedback to drive service improvements.
• Identify and drive necessary knowledgebase changes.
• Provide feedback to improve the quality of service the Helpdesk provides.
• Adapt to an ever-changing work environment including updates to processes and documentation requirements.
• Maintain flexibility in daily work schedule, within the assigned shift, based on business needs.
• Provide excellent customer service.  
• Other job duties as assigned.

Requirements

• Provide a suitable workspace.
• Maintain high speed internet access with a wired connection.
• Ability to work in a fast-paced environment with ever changing priorities.
• Exceptional listening and analytical skills.
• Ability to process information with high levels of accuracy.
• Ability to work independently with little to no supervision and in a team setting.
• 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.
• Work varying shifts to accommodate business needs including evening, weekend and holiday coverage.

Minimum Qualifications  

• 3 years of related experience in a technical contact center.
• High School Diploma or GED required.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

The hourly rate for this job in this market is $19.23 - $23.00 an hour. The specific compensation for this role will be determined based on the education, experience, and skill set of the individual selected for this position. The compensation above is not representative of an employee’s total compensation. Beyond income, you have access to; comprehensive medical and dental insurance, retirement savings, life and disability insurance, health care and dependent care reimbursement accounts, certification incentives, education assistance, referral program and much more.