Helpdesk - MSIT

Paycom; Town of Florida (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

Paycom is seeking a Helpdesk Technician to join our IT team in the Miami Lakes area. You will respond to inquiries, resolve hardware and software issues, and document incidents to support efficient operations.

The role emphasizes strong communication, customer service, and teamwork as you assist users with Microsoft Office applications, Windows desktops, and basic network connectivity while following Helpdesk policies and training new users as needed.

Qualifications

• High school diploma or GED required.
• Experience with Microsoft Office and Windows operating systems.
• Strong written and verbal communication skills.

Responsibilities

• Respond to helpdesk requests via phone, email, or in person and provide timely resolution.
• Document incidents, track status, and communicate progress to users and management.
• Assist users with software/hardware issues and provide basic training for new applications.
• Follow Helpdesk policies and procedures and complete tasks accurately and on time.
• Identify opportunities for process improvements and share recommendations with IT leadership.

Skills

MS Office

Windows OS

Customer service

Communication

Education

High school diploma or GED

Bachelor's degree (preferred)

Tools

Ticketing system

Remote support tools

Job description

Job Details:

Job Location: FL - Miami - Miami Lakes, FL 33016, Position Type: Full Time, Essential Functions/Job Duties:

• Monitor and maintain company technology for maximum access, which includes connecting and setting up hardware, installing workstations, loading all necessary software, monitoring security, providing system administration assistance, and troubleshooting all issues in a timely manner.
• Receive, prioritize, and respond to incoming work orders, calls, and/or emails to the Helpdesk; provide technical assistance and support for queries and issues related to computer systems, software and hardware; respond to queries either in person or over the phone; ask questions to determine nature of the problem; walk the user through problem-solving processes.
• Accurately document instances of software and hardware failure, repair, installation, and removal of other Helpdesk requests; report to Management on status and recommendations for improvements.
• Train users in learning new company-provided applications and assist in problem-solving for applications issues; coordinate activities in support of user training and assistance requests for all programs.
• Confer with users and other IT personnel to develop new approaches or alternatives.
• Follow all Helpdesk policies and procedures; complete tasks correctly and on time.
• Acquire and maintain functional knowledge of all network operating systems, hardware and software.
• Identify and prepare hardware for safe disposal; ensure hardware is secured and stripped before disposal.
• Perform other duties and projects as assigned by Supervisor and/or Management.

Competency Statements:

• Excellent verbal and written communication skills, customer service skills and interpersonal skills.
• Ability to accomplish all administrative tasks assigned.
• Strong analytical and problem-solving skills.
• Technical skills; a demonstrated aptitude for acquiring greater skills.
• Ability to read and interpret work-related documents such as operating instructions and procedure manuals; ability to write routine reports and correspondence and fill out all paperwork associated with the job.
• Highly organized and capable of effective, efficient multi-tasking and time management.
• Ability to work independently and in a team environment.
• Self-motivated to conduct research and problem-solve.

Qualifications: Required Minimum Job Qualifications, Experience, Education and Training

Education: High school diploma or GED required.

Computer Skills: Experience with Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook. Experience with Windows Desktop Operating Systems.

Preferred Education and Experience

• Education: Bachelor’s degree preferred.
• Experience: One to two (1-2) years of similar experience preferred.
• Bilingual a plus