Reference #: 19191 Status Category: Full-Time

Exempt/Non-Exempt: Non-Exempt

Scheduled Hours Per Week: 40

Job Code: IT172

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 21 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. Essential Functions & Primary Duties Periodically travel onsite to customer's office locations for on-site support or equipment setup. (Estimated 40-60% travel). On-site support may be equipment setup or troubleshooting, typically network or workstation devices. Additional on-site travel may involve new customer onboarding. Engage customers via phone or email and create trouble tickets for user support calls. This entails responding to phone calls, emails, and self-service requests in a timely and professional manner. Open new and dispatch existing tickets to available technicians. Troubleshoot and address first level support tickets. Follow up on previously dispatched tickets to ensure first call resolutions are met. Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets. Gather sufficient information from customers for proper handoff to technicians. Fully document all information gathered in the ticketing software system during any communication with client. Strong and consistent communication with internal staff as well as with customers. Assist with process improvements and service delivery on a continuing basis. Responsible to maintain relevant certifications as needed. Includes, but not limited to, Microsoft, Citrix, VMWare, and Cisco certifications. Provide off-hours support for emergency calls as a member of an on-call rotation. Perform tasks as assigned by management. Preferred Qualifications Must live geographically close to Philadelphia, PA. Must have a driver's license and a vehicle that can travel to customer sites and potentially carry equipment reliably. Previous MSP experience Experience with Microsoft 365, Windows Workstation, Active Directory Previous Help Desk experience is a plus Strong organization and customer service skills Minimum Qualifications

College Degree or equivalent required 1 year related experience Proficient use of applicable technology Ability to follow technical instructions and guidelines Ability to document daily activities and system functions Able to work in team environment Demonstrated ability to communicate verbally and in writing throughout all levels of organization both internally and externally Ability to travel as required by business and on-call availability Able to lift up to 50 lbs.

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CBIZ.Jobs Category: Technology Services REASONABLE ACCOMMODATION If you are a qualified individual with a disability you may request reasonable accommodation if you are unable or limited in your ability to use or access this site as a result of your disability. You can request a reasonable accommodation by calling 844-558-1414 (toll fre ) or send an email to accom@cbiz.com.

EQUAL OPPORTUNITY EMPLOYER CBIZ is an equal opportunity employer and reviews applications for employment without regard to the applicant's race, color, religion, national origin, ancestry, age, gender, gender identity, marital status, military status, veteran status, sexual orientation, disability, or medical condition or any other reason prohibited by law. If you would like more information about your EEO rights as an applicant under the law, please visit

Notice to Third-Party Agencies CBIZ does not accept unsolicited resumes from recruiters or agencies. Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of CBIZ. CBIZ will have the right to hire that applicant at its discretion and without any fee owed to submitting staffing/employment agency, person or entity.

CBIZ is an equal opportunity employer and reviews applications for employment without regard to the applicant's race, color, religion, national origin, ancestry, age, gender, marital status, military status, veteran status, sexual orientation, gender identity, disability, or medical condition or any other reason prohibited by law.