Remote IT Support Analyst: Helpdesk & Troubleshooting

CBIZ Talent Solutions; Lower Providence Township (PA); On-site; USD 55,000 - 65,000; Full time

Job summary

CBIZ Talent Solutions is assisting our national franchise client in their search for a remote IT Software Support Analyst. You will serve as the first point of contact for end users, delivering timely technical support and customer service across proprietary software.

This role emphasizes diagnosing, resolving, and documenting incidents, with clear escalation and follow-up to ensure user satisfaction and smooth operations. Travel is limited, and the base salary range is provided.

Qualifications

• Experience in IT service desk or call center.
• Bachelor’s degree in an IT related field or equivalent experience.
• Self-motivated with a focus on customer service.
• Ability to prioritize workload and manage multiple tasks.
• Ability to document user issues and troubleshooting steps for non-technical users.
• Strong problem-solving and analytical skills.
• Excellent communication skills and phone etiquette.
• Incident management experience with business expectations and updates.
• Knowledge of Windows 10+ and Office 365; understanding of CRM platforms.

Responsibilities

• Provide excellent customer service for all support queries via phone and ticketing system.
• Create detailed work logs and technical documentation in the ticketing system.
• Perform remote troubleshooting and diagnostic questioning to resolve issues.
• Escalate unresolved calls to Senior Analysts and Supervisors and set follow-up expectations.
• Take ownership of user problems and provide timely progress updates.
• Create user accounts, reset passwords, assign security rights, and assist with database maintenance.

Job description

CBIZ Talent Solutions is assisting our national franchise client in their search for a remote IT Software Support Analyst. You will serve as the first point of contact for end users, delivering timely technical support and customer service across proprietary software.

This role emphasizes diagnosing, resolving, and documenting incidents, with clear escalation and follow-up to ensure user satisfaction and smooth operations. Travel is limited, and the base salary range is provided.