Help Desk Support Specialist (Remote) - 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 
•     Top Places to Work in Insurance  
•     Best and Brightest Companies in Wellness 
•     Great Place to Work Certification 

Position Overview

CBIZ Network Solutions delivers dedicated technical support to Edward Jones associates across home and branch offices in the US and Canada. As a trusted Edward Jones partner, we prioritize exceptional customer service. Our Help Desk Support Specialists offer Tier I technical assistance through phone, live chat, and virtual tickets. Beyond Help Desk responsibilities, our team also provides onsite technical support, project coordination, process management, and tailored software solutions.

• 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

The hourly rate of pay for this job in this market is $19.23. 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.

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