Help Desk Support Specialist (Remote) | Network Solutions

CBIZ, Inc.; Maryland Heights (MO); Remote; USD 60,000 - 80,000; Full time

Job summary

CBIZ, Inc. is seeking a dedicated technical support professional to provide assistance to the Edward Jones team. In this role, you will be responsible for troubleshooting technical issues remotely, ensuring excellent customer service and documented problem management. Suitable candidates should hold an Associate degree in computer science or possess related experience. This position offers an hourly rate of $19.23 and benefits including medical insurance, retirement savings, education assistance, and more.

Benefits

Comprehensive medical and dental insurance

Retirement savings plan

Life and disability insurance

Health care reimbursement accounts

Education assistance

Referral program

Qualifications

• Associate degree in computer science or 2 years of related experience.
• Experience in call center preferred.
• Ability to use general office equipment.

Responsibilities

• Troubleshoot and provide support over the phone.
• Diagnose complex technical scenarios.
• Document trends and manage escalation procedures.

Skills

Technical troubleshooting

Problem resolution

Customer service

Communication

Education

Associate degree in computer science or related field

Job description

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 22 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.

CBIZ Network Solutionsdelivers onsite technical support to Edward Jones home and branch offices across the U.S. and Canada. As a trusted Edward Jones partner, we prioritize exceptional customer service while troubleshooting and repairing computers, printers, telephones, and other technical components. Additionally, our team supports Edward Jones with project coordination, process management, and software solutions whenever needed.

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 service.
• 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.