Help Desk Support Specialist

#LI-DNI

Responsibilities

About the Role

We are seeking a skilled and customer-focused Help Desk Specialist to provide remote technical support to Edward Jones branches, departments, and remote users. In this role, you will diagnose, troubleshoot, and resolve technical issues, ensuring an exceptional support experience. This is a remote position requiring a professional workspace and high-speed internet access.

Essential Functions and Primary Duties

• Diagnose and resolve technical issues, including but not limited to branch video and phone systems, access issues across multiple platforms, and data connectivity for remote users.

• Deliver high-quality support via phone, guiding users through technical solutions while following a structured knowledge base.

• Handle password resets, "how-to" questions, and general inquiries about supported systems.

• Identify, document, and analyze trends to support effective problem resolution and prevent recurrence.

• Assess and prioritize work based on severity, urgency, and impact.

• Follow escalation protocols to ensure unresolved issues are addressed promptly.

• Maintain detailed and accurate records of daily activities, system functions, and user interactions.

• Assist with additional tasks as assigned.

Preferred Qualifications

• Work Environment: Maintain a professional remote workspace with high-speed internet access.

• Technical Skills: Proficient in relevant technologies and tools, with the ability to follow technical instructions.

• Communication: Excellent verbal and written communication skills across all organizational levels.

• Detail-Oriented: Strong documentation and organizational skills.

• Schedule Flexibility: Availability to work occasional weekends and holidays for support coverage.

Qualifications

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

Company

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.