Job Description

Provide day-to-day support to the organization's end user desktop computers, printers, phones, mobile devices, and software. Assist in maintaining Desktop Administration related servers and research new technologies for solutions to existing and future issues. This position interfaces directly with internal customers and various departments, troubleshooting user issues to resolution. Other areas of responsibility include but are not limited to assisting other IT departments with various tasks, and support of Audio/Visual equipment such as projectors and sound systems.

RESPONSIBILITIES

• Desktop Administration
  • Provide remote and in person support, across all offices, for Windows and Mac devices, various peripherals and VOIP phones. Communication can be via phone, instant messaging, in person, and email
  • Monitor ticketing system and complete tickets within the established Service Level Agreement and clearly document steps and solutions
  • Manage any assigned systems, and keep systems properly configured, updated, healthy, hardened and scaled to meet the needs of the business
  • Answer inbound calls and emails
  • Manage and perform hardware deployments, relocations, and upgrades. Hardware includes laptops, desktop workstations, printers, phones, and various peripherals
  • Identify and analyze technical issues and provide long term resolutions
  • Preform software installation, upgrades and configuration
  • Adhere to established policies and standards for hardware and software requests
  • Provide support for VDI environment
  • Provide basic LAN/WAN network related support for end points
  • Provide support to BYOD devices within established company policy
  • Provide support of established business continuity and DR processes
  • Strive for achieving first contact resolution
  • Escalate issues as needed after information gathering and general troubleshooting
  • Travel between remote sites to perform assigned duties as needed
  • Follow established inventory management procedures
  • Adheres to policies and procedures to ensure the security and integrity of the endpoints and comply with industry standards and regulatory requirements
  • Deliver accurate and timely logging of problem.
  • Assist in imaging new and existing desktops and laptops
  • Provide updates, status information, and completion information to manager and/or users as needed
  • Coordinate activities and projects with other departments as needed
  • Work with vendor, software provider, and manufacturer support as needed
  • Research new technologies to solve existing and future issues and create efficiencies
  • Provide on-call support to end users as part of an establish rotation
  • Provide guidance and mentorship to tier 1 for complex issues and areas of development
  • Complete root cause analysis on large impact issues and provide a solution
  • Provide dedicated support to assigned business units and lead projects related to business unit needs
• Documentation
  • Documents specific duties, activities, problems solved, and issues resolved
  • Provides and updates documentation for user facing knowledge resources and internal team knowledge resources
• Miscellaneous
  • Attends meetings and serves on committees, as requested
  • Performs additional duties and assignments as requested
  • Must be very security conscious and do all it takes to avoid sensitive data falling into wrong hands
  • Ability to effectively handle stress, pressures, and challenges

Education/Certification:

• Bachelor's degree

Experience:

• 1+ years in a corporate environment
• 3+ years of Desktop Administration experience

Skills/Abilities:

• Knowledge of:
  • JIRA (or similar) ticketing systems
  • Troubleshooting modern enterprise-grade endpoint hardware
  • Troubleshooting and configuring Office products in an enterprise environment
  • Active Directory, Group Policy and Intune
  • Windows 10+, MacOS 11+, iOS and Android
  • VDI environments such as VMWare Horizon
  • Networking components, such as DNS, DHCP, VPN and LAN/WAN
  • Root Cause Analysis processes
  • Problem and project management disciplines
• Evaluate critical systems, prioritize workflow and determine solutions
• Excellent professional and technical written and verbal communication skills
• Ability to develop and apply a strong troubleshooting methodology to technical issues
• Interpret and apply laws, regulations and policies
• Provide technical assistance for computer problems
• Read and understand technical manuals
• Work for extended time at keyboard/terminal
• Maintain effective working relationships with supervisor and coworkers
• Work flexible hours, including weekends and evenings

Additional Requirement(s):

• Due to the nature of this position and the need for employees in this position to either work an on-call schedule or be on site within a short period of time, the successful applicant must live within 45-miles of the posted office location.

Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. ****To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information: paycom.com/careers/eeoc

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