End User Computing Support Analyst

Description

Location: Must be based in Guadalajara

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.When you feel like you belong, work is no longer work - it's personal. At Paylocity, we believe better employees lead to better companies. Workplaces and cultures that care will build the future, and at Paylocity, we're doing just that. Join us as we change the future and transform your career!There are jobs and then there are careers . Since 1997, Paylocity has been hiring talented people, giving them big challenges, and providing the right resources to help them succeed. Our award-winning culture ensures all employees feel truly welcome, appreciated, and free to be themselves. While other companies talk about it, we make it happen. Join Paylocity and launch your career!

Position Overview

The EUC Support Analyst is responsible for providing support, 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 responds to and manages assigned tickets, and provides virtual, on-site and off-site troubleshooting and support for employee workstations, software, laptops, mobile devices and printers. The EUC Support Analyst also provides back-up for audio visual support on-site and at off-site events, manages technical assets and participates in projects. IT Operations refers to the processes, practices, and IT services necessary to meet the business needs of internal and external users by supporting appropriate processes to run a successful IT enabled business.

Primary Responsibilities:

• Take ownership over issues, driving them to full completion (even when escalated) to learn from resolutions and grow your knowledge base.?
• Know when and how to elevate an issue but does not transfer ownership simply because an issue is time consuming or beyond their technical ability.
• Ensure the communication of full resolutions to customers during incidents.
• Act as an escalation point for resolving more technically complex tickets
• Plan and organize your work, effectively managing multiple projects/tasks at once
• Meet deadlines and assist the team to meet all defined SLAs.
• Provide an exceptional end user experience
• Work with the escalation team to solve technical issues.

Required Experience:

• 3+ years' experience in corporate technical support, with experience in an enterprise environment
• Competent technical knowledge of Windows 11, MAC OSX, Microsoft Office 365
• Competent hardware troubleshooting experience. Competent technical knowledge of: Networking basics, Smartphone management, computer hardware components and troubleshooting techniques
• Competent OS and application troubleshooting experience, including advanced understanding of active directory and software deployment systems
• Experience creating internal customer computing documentation and/or training videos
• Demonstrated ability to perform under pressure, and work on multiple projects/tasks at once, meeting deadlines while providing an exceptional end user experience
• Demonstrated ability to effectively communicate highly technical functions to a non-technical audience
• Competent analytical and problem-solving skills and ability to conduct research into issues and products as required
• Experience handling escalated issues
• 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
• Excited to work on cutting-edge technology
• Displays a natural curiosity within the technical space

Physical requirements

Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.

Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

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 Ver el correo electrónico en click.appcast.io. 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.

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