Service Desk Tier 1 Technician

#LI-AM1 #LI-Hybrid

The Service Desk Tier 1 Technician will serve as the initial point of contact for the service desk and will provide hands-on desktop support for their local office. This role is responsible for ensuring that all technology-hardware and software-meets and supports the business requirements of the CBIZ enterprise.

Essential Functions and Primary Duties

* Provide prompt, courteous, and high-quality customer service to end users

* Troubleshoot, document and resolve Tier I application incidents in the ticketing system

* Provide support to users via the phone system based on call schedule and needs

* Perform hardware and software support, including troubleshooting application and system updates.

* Able to identify and organize tickets according to priority

* Adhere to ticket SLA based on the priority level.

* Escalate unresolved, complex, or high-impact issues to Tier 2 or specialized support teams, providing all relevant information.

* Suggest updates to knowledge base articles and contribute to team learning

* Provide onsite support for their assigned office(s) and/or region

* Participate in On Call rotations (weekday evenings and weekends)

* Participate in special projects as needed

* Serve as a liaison between staff and the IT department to resolve issues

* Maintain excellent knowledge of all issues in their assigned office(s) and/or region

* Maintain excellent knowledge of IT Configurations in their assigned office(s) and/or region

* Alert management to problematic trends, major and/or multiple failures of when deficiencies are noted.

Preferred Qualifications

* At least 1-2 years of hands-on experience in help desk/desktop support.

* Certifications in CompTIA A+ and ITIL Foundation recommended.

* Strong ability to multitask in a fast-paced environment.

* Experience with Windows 11 through current, including imaging machines

* Understanding of the MS Office suite, including O365

* General knowledge of hardware troubleshooting skills

Minimum Qualifications

* High School Diploma or GED equivalent required

* Proficient use of applicable technology

* Ability to follow technical instructions and guidelines

* Able to work in a team environment

* Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally

* Ability to travel as required by business and on-call availability

* Able to lift up to 50 lbs