Paychex Inc. Looking for IT Service Requests Specialist I at West Henrietta, NY Full Time

Supports Paychex field and corporate personnel by fulfilling employee desktop service requests, either through the Enterprise support repair or request processes. This may include hands-on or remote repair of computers, installation of software, data recovery and restoration, and/or recertification of used equipment.

• Provides quality technical phone, desk-side/onsite or centralized repair center (Depot) support to Paychex internal field or corporate staff with regard to computer system hardware or software issues.
• Enters and maintains complete and accurate details regarding service requests in the online system of record in order to trend on specific issues, provide end-user status or measure attainment of service levels.
• Processes service request for new or repurposed hardware, software or peripherals by accepting online work tasks and following documented process for delivering the appropriate service.
• As needed, reviews, cleans and/or repairs returned equipment and certifies it for reuse to be returned to inventory for fulfilling future equipment orders or replacement devices for broken equipment.
• Coordinates vendor hardware and software service when necessary. As an authorize self-maintainer, it may be necessary to work with a vendor to have equipment diagnosed, replaced or researched as needed.
• Understands and complies with the various priorities, such as service level agreements, business unit priorities and Operating Level Agreements related to the assigned service requests in the area of responsibility.
• Contributes to the online knowledge database, both with authoring of new articles, but also identification of modifications or retirement of incorrect out outdated entries in order to provide accurate instructions for consistent problem resolution and/or trending for purposes of issue elimination.
• Develops proficiency with the various applications and utilities used in the fulfillment of service requests so that work can be appropriately prioritized, managed and service levels achieved by delivering timely service as dictated by priority.
• Generates ADHOC reports, views or dashboards for themselves or for team use in order to manage their workload and time relative to the group and outstanding service requests.
• Ensures adherence to Paychex policies and standards to ensure audit compliance.