Help Desk Analyst

We are searching for an End User Computing (EUC) Support Analyst with strong technical skills, good customer service skills and a desire to expand those skills in a team environment. The EUC Support/Help Desk Analyst role is to support and implement documented EUC policies and procedures that support core organizational functions, follow basic triage steps, work to resolve and document issues with end user computing systems and assure their high availability.

This individual will be required to react to a myriad of desktop support issues and requests, take specific actions based on priority, and understand the business purpose of organizations and departments throughout the infrastructure. The successful candidate will proactively look for ways to improve processes, look for inefficiencies, and document new processes as they evolve. This position requires help/service desk experience, with the ability to work periodic on-call shifts as necessary.

Responsibilities

• Work in a 24/7/365 team environment with the flexibility to periodically cover non-business hour shifts.
• Understand basic troubleshooting for common EUC issues that arise.
• Administration and troubleshooting capabilities within Windows and Mac systems
• Diagnose and repair Desktop Operating Systems, printers and third party applications
• Follow all Incident and Change Management practices through successful resolution of events.
• Create and manage all issues through a ticketing system with clear and concise updates throughout each event.
• Document processes and procedures as required.
• Investigate and research improvements on existing workflows to improve efficiency.
• Train team members and other associates as required.

Knowledge and Experience

• 2-3 years supporting Service Center environments
• 1-2 years supporting helpdesk type experience
• 2-3 years of experience with Windows and MAC administration
• 2-3 years of experience with standard trouble ticketing systems
• 2-4 years of experience directly supporting a large/diverse customer base
• Experience with Google Workspace / G-suite
• Experience with Microsoft Office Products, especially Excel and Outlook
• Experience with the use of remote assistance and monitoring tools
• Working technical knowledge of current protocols, operating systems, and standards, including wired, VPN and Wi-Fi Networking

Education

• Bachelor’s Degree from an accredited University, or equivalent experience
• Industry certifications, ITIL a plus

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

This role requires sitting or standing at a computer workstation for extended periods of time.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 40 hours per week. Occasional evening and weekend work may be required as job duties demand.

Travel

No travel is required for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.