End User Computing Support Analyst

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.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

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!

In-Office: This is a 100% in-office role based at our Rochester, NY location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Position Overview

The EUC Support Analyst is responsible for providing support (“Tier 2)”, 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.

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.

• 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 escalate an issue but do 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.

Education and Experience

• 2-3 years’ experience in corporate technical support, with experience in an enterprise environment
• Competent technical knowledge of Windows 11, MAC OSX, Office 365
• High School diploma required
• 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, computer imaging 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 issue
• 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

• 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 accessibility@paylocity.com. 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.

The base pay range for this position is $56,900 - $74,880/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits . This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.