End User Computing Support Analyst

PAYLOCITY CORPORATION•Town of Pittsford, NY

3h•Onsite

About The Position

The EUC Support Analyst is responsible for providing support (“Tier 2)”, solving technical problems for our users and being instrumental in developing solutions to best address our Paylocity team members’ needs in a fast, reliable manner. This role responds to and manages assigned tickets, and provides virtual, on-site and off-site troubleshooting and support for employee workstations, software, laptops, mobile devices and printers. The EUC Support Analyst also provides back-up for audio visual support on-site and at off-site events, manages technical assets and participates in projects.

Requirements

2-3 years’ experience in corporate technical support, with experience in an enterprise environment
Competent technical knowledge of Windows 11, MAC OSX, Office 365
High School diploma required
Competent hardware troubleshooting experience. Competent technical knowledge of: Networking basics, Smartphone management, computer hardware components and troubleshooting techniques
Competent OS and application troubleshooting experience, including advanced understanding of active directory, computer imaging and software deployment systems
Experience creating internal customer computing documentation and/or training videos
Demonstrated ability to perform under pressure, and work on multiple projects/tasks at once, meeting deadlines while providing an exceptional end user experience
Demonstrated ability to effectively communicate highly technical functions to a non-technical audience
Competent analytical and problem-solving skills and ability to conduct research into issues and products as required
Experience handling escalated issue
Interested in staying current by learning about and applying new technologies
Able to work in a collaborative environment with a willingness to share your ideas
Able to work independently and complete tasks with high quality, but unafraid to seek out suggestions from other team members
Excited to work on cutting-edge technology
Displays a natural curiosity within the technical space
Must be able to lift/carry up to 25 lbs.
Ability to sit or stand for long periods of time
Detail work with hands such as pulling cables, making connections/terminations of wiring

Responsibilities

Take ownership over issues, driving them to full completion (even when escalated) to learn from resolutions and grow your knowledge base
Know when and how to escalate an issue but do not transfer ownership simply because an issue is time consuming or beyond their technical ability.
Ensure the communication of full resolutions to customers during incidents.
Act as an escalation point for resolving more technically complex tickets
Plan and organize your work, effectively managing multiple projects/tasks at once
Meet deadlines and assist the team to meet all defined SLAs.
Provide an exceptional end user experience
Work with the escalation team to solve technical issues.

Benefits

We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances.
And if it’s career development you desire, we provide that, too!

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