IT Problem Resolution Analyst II

Paychex • May reside in any Paychex location, UNAVAILABLE

1d

About The Position

Provides IT related support and infrastructure analysis to Paychex personnel involving highly complex problems and incidents to infrastructure, middleware and application software. Provide comprehensive analysis and evaluation of problem information for the elimination and prevention of incidents, proactive problem resolution and assurance of service level targets.

Requirements

• 7 years of experience in Support or technical service-oriented capacity.

Nice To Haves

• Bachelor's Degree in Business or Computer Science
• Communication
• Information Technology
• Troubleshooting (Problem Solving)
• Customer Service
• Prioritization
• Computer Science
• Help Desk Support
• Active Directory
• Microsoft 365
• Windows Servers
• Microsoft Windows 10
• Microsoft Teams
• User Accounts
• Office Equipment
• Project Management

Responsibilities

• Participates in the interview and selection process of new Problem Resolution Analysts along with management.
• Acts as a leader for the Problem Resolution Group for medium and high severity issues and events.
• Designs problem recreation activities and systems testing as a result of that recreation with other functions within IT used to identify root cause and eventual elimination of recurrence.
• Leads internal department efforts designed to improve processes and quality.
• Designs departmental training materials; provides technical and application specific training to junior level problem specialists.
• Performs statistical analysis and evaluations of Support activity using various reports and tools to highlight and resolve problem trends.
• Trains other Problem Analysts, Operations contacts, and corporate personnel on system problem solving, system design, procedures and hardware use, contributing to the professional development of personnel.
• Maintains expert technical knowledge including Paychex processes, Paychex products, hardware architecture, peripheral devices, and various operating systems and networks.
• Performs audits of existing tools and processes utilized by IT Support groups to ensure that the appropriate solutions, work arounds and documentation exists for known errors in the production environment.

Benefits

• medical coverage
• virtual wellness classes
• tuition reimbursement
• 401(k) + employer match
• adoption assistance
• financial assistance
• paid time off
• company holidays
• culture days
• work-life balance programs
• training and development programs
• paid time off for volunteerism

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level