Service Desk Tier 1 Technician

Job Description

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.

• 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 or when deficiencies are noted

• 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

• 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

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.

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.