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
Qualifications
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 Paycom Online
Job Tags
Work at office, Remote work, Relocation, Flexible hours, Afternoon shift,