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# Helpdesk Analyst II

- **Company:** CBIZ Inc.
- **Location:** Feasterville-Trevose, PA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Software, Citrix Systems, Cisco, Vmware
- **Published:** July 31, 2026
- **Apply:** https://www.disabledperson.com/jobs/73939434-helpdesk-analyst-ii

## About the Role

* Previous MSP experience
 * 3-5 years of experience in a previous help desk environment
 * Experience with Microsoft 365, Windows Workstation, Active Directory
 * Strong organization and customer service skills
 * MS Certification - e.g. MS-102 or MD-102, * Bachelor's degree in relevant field
 * 3 years of relevant work experience
 * Achieve professional certifications relative to area of expertise, must have and preserve required licenses
 * Must possess analytical skills
 * Proficient use of applicable technology
 * Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
 * Must be able to travel based on client and business needs

## Description

* Open tickets and troubleshoot issues to achieve first call resolution metrics.
 * Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets.
 * Troubleshoot and address second level support tickets.
 * Utilize general troubleshooting techniques and available resources provided in order to diagnose and resolve issues.
 * Fully document all associated resolutions and/or actions taken in the ticketing software system by means of knowledgebase articles and other technical documentation.
 * Provide routine preventative maintenance tasks as defined by service level agreements.
 * Assist with client onboarding projects and other tasks/projects as assigned.
 * Strong and consistent communication with internal staff as well as with customers.
 * Assist with process improvements and service delivery on a continuing basis.
 * Responsible for maintaining relevant technical certifications as needed. Includes, but not limited to, Microsoft, Citrix, VMWare, and Cisco certifications.
 * Provide off-hours support for emergency calls as a member of an on-call rotation.
 * Perform tasks as assigned by management.


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