IT Problem Resolution Analyst II

Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex. Overview Provides IT related support and infrastructure analysis to Paychex personnel involving highly complex problems and incidents to infrastructure, middleware and application software. Provide comprehensive analysis and evaluation of problem information for the elimination and prevention of incidents, proactive problem resolution and assurance of service level targets. Responsibilities • Participates in the interview and selection process of new Problem Resolution Analysts along with management. • Acts as a leader for the Problem Resolution Group for medium and high severity issues and events. • Designs problem recreation activities and systems testing as a result of that recreation with other functions within IT used to identify root cause and eventual elimination of recurrence. • Leads internal department efforts designed to improve processes and quality. • Designs departmental training materials; provides technical and application specific training to junior level problem specialists. • Performs statistical analysis and evaluations of Support activity using various reports and tools to highlight and resolve problem trends. • Trains other Problem Analysts, Operations contacts, and corporate personnel on system problem solving, system design, procedures and hardware use, contributing to the professional development of personnel. • Maintains expert technical knowledge including Paychex processes, Paychex products, hardware architecture, peripheral devices, and various operating systems and networks. • Performs audits of existing tools and processes utilized by IT Support groups to ensure that the appropriate solutions, work arounds and documentation exists for known errors in the production environment. Qualifications • Bachelor's Degree in Business or Computer Science - Preferred • 7 years of experience in Support or technical service-oriented capacity. • Communication - Preferred • Information Technology - Preferred • Troubleshooting (Problem Solving) - Preferred • Customer Service - Preferred • Prioritization - Preferred • Computer Science - Preferred • Help Desk Support - Preferred • Active Directory - Preferred • Microsoft 365 - Preferred • Windows Servers - Preferred • Microsoft Windows 10 - Preferred • Microsoft Teams - Preferred • User Accounts - Preferred • Office Equipment - Preferred • Project Management - Preferred Live the Paychex Values • Act with uncompromising integrity. • Provide outstanding service and build trusted relationships. • Drive innovation in our products and services and continually improve our processes. • Work in partnership and support each other. • Be personally accountable and deliver on commitments. • Treat each other with respect and dignity. What's in it for you? • We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more. • We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best. • We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career. • We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard. • We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about. Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary. Not sure if you meet every requirement? At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us. Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment. • Bachelor's Degree in Business or Computer Science - Preferred • 7 years of experience in Support or technical service-oriented capacity. • Communication - Preferred • Information Technology - Preferred • Troubleshooting (Problem Solving) - Preferred • Customer Service - Preferred • Prioritization - Preferred • Computer Science - Preferred • Help Desk Support - Preferred • Active Directory - Preferred • Microsoft 365 - Preferred • Windows Servers - Preferred • Microsoft Windows 10 - Preferred • Microsoft Teams - Preferred • User Accounts - Preferred • Office Equipment - Preferred • Project Management - Preferred • Participates in the interview and selection process of new Problem Resolution Analysts along with management. • Acts as a leader for the Problem Resolution Group for medium and high severity issues and events. • Designs problem recreation activities and systems testing as a result of that recreation with other functions within IT used to identify root cause and eventual elimination of recurrence. • Leads internal department efforts designed to improve processes and quality. • Designs departmental training materials; provides technical and application specific training to junior level problem specialists. • Performs statistical analysis and evaluations of Support activity using various reports and tools to highlight and resolve problem trends. • Trains other Problem Analysts, Operations contacts, and corporate personnel on system problem solving, system design, procedures and hardware use, contributing to the professional development of personnel. • Maintains expert technical knowledge including Paychex processes, Paychex products, hardware architecture, peripheral devices, and various operating systems and networks. • Performs audits of existing tools and processes utilized by IT Support groups to ensure that the appropriate solutions, work arounds and documentation exists for known errors in the production environment.