Associate End User Computing Support Analyst

Description

Position Overview

The Associate EUC Support Analyst is responsible for providing frontline support (“Tier 1”), 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 monitors incoming chat, email, telephone ACD and ticket queues and provides virtual troubleshooting and support for employee workstations, software, laptops, mobile devices and printers. The Associate EUC Support Analyst is the entry point to all support requests for our Paylocity team members, having the unique opportunity to provide a positive first interaction for all employees within Paylocity!

Primary Responsibilities 

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Be responsible for resolving incoming support requests, including:

o Account unlocks

o Password reset

o VPN Troubleshooting and support

o Outlook Troubleshooting and support 

o Act as a point of reference to navigate Technology space with general "How To" assistance

o Access Request

o IP Phone Provisioning 

o Software Installation/Troubleshooting

o Mobile Device Troubleshooting

o Distribution List requests/adds/changes

o Active Directory Users and Groups 

• Responsible for meeting all defined Service Level Agreements

• Tackle new and difficult problems, exhibiting a sense of ownership in bringing them to resolution

Education and Experience

• 0-1 years’ experience in technical support

• Working technical knowledge of current operating systems and troubleshooting best practices

• Working technical knowledge of PC and desktop hardware, laptops, mobile devices and printers

• Basic OS and application troubleshooting experience, including basic understanding of active directory

• Basic utilization of technical manuals and procedural documentation

• Demonstrated ability to perform under pressure, and work on multiple tasks at once, meeting deadlines while providing an exceptional end user experience

• Demonstrated ability to effectively communicate technical functions to a non-technical audience

• Basic critical thinking and problem-solving skills and ability to conduct research into issues and products as required

• 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

Physical Requirements

• 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

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, 

sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better. 

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers. 

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or 

interview process, please contact [email protected]. This email address is exclusively 

designated for such requests, aligning with federal and state disability laws. Please do not send resumes 

to this email address, as they will be removed.