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
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 solutionsManage any assigned systems, and keep systems properly configured, updated, healthy, hardened and scaled to meet the needs of the businessAnswer inbound calls and emailsManage and perform hardware deployments, relocations, and upgrades. Hardware includes laptops, desktop workstations, printers, phones, and various peripheralsIdentify and analyze technical issues and provide long term resolutionsPreform software installation, upgrades and configurationAdhere to established policies and standards for hardware and software requestsProvide support for VDI environmentProvide basic LAN / WAN network related support for end pointsProvide support to BYOD devices within established company policyProvide support of established business continuity and DR processesStrive for achieving first contact resolutionEscalate issues as needed after information gathering and general troubleshootingTravel between remote sites to perform assigned duties as neededFollow established inventory management proceduresAdheres to policies and procedures to ensure the security and integrity of the endpoints and comply with industry standards and regulatory requirementsDeliver accurate and timely logging of problem.Assist in imaging new and existing desktops and laptopsProvide updates, status information, and completion information to manager and / or users as neededCoordinate activities and projects with other departments as neededWork with vendor, software provider, and manufacturer support as neededResearch new technologies to solve existing and future issues and create efficienciesProvide on-call support to end users as part of an establish rotationProvide guidance and mentorship to tier 1 for complex issues and areas of developmentComplete root cause analysis on large impact issues and provide a solutionProvide dedicated support to assigned business units and lead projects related to business unit needsDocumentationDocuments specific duties, activities, problems solved, and issues resolved
Provides and updates documentation for user facing knowledge resources and internal team knowledge resourcesMiscellaneousAttends meetings and serves on committees, as requested
Performs additional duties and assignments as requestedMust be very security conscious and do all it takes to avoid sensitive data falling into wrong handsAbility to effectively handle stress, pressures, and challengesQualifications
Education / Certification :
Bachelor's degreeExperience :
1 years in a corporate environment3 years of Desktop Administration experienceSkills / Abilities :
Knowledge of :JIRA (or similar) ticketing systems
Troubleshooting modern enterprise-grade endpoint hardwareTroubleshooting and configuring Office products in an enterprise environmentActive Directory, Group Policy and IntuneWindows 10 , MacOS 11 , iOS and AndroidVDI environments such as VMWare HorizonNetworking components, such as DNS, DHCP, VPN and LAN / WANRoot Cause Analysis processesProblem and project management disciplinesEvaluate critical systems, prioritize workflow and determine solutionsExcellent professional and technical written and verbal communication skillsAbility to develop and apply a strong troubleshooting methodology to technical issuesInterpret and apply laws, regulations and policiesProvide technical assistance for computer problemsRead and understand technical manualsWork for extended time at keyboard / terminalMaintain effective working relationships with supervisor and coworkersWork flexible hours, including weekends and eveningsAdditional 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
