System Support Analyst

Paycom - ATS; Albion (IL); On-site; USD 40,000 - 65,000; Full time

Job summary

Paycom - ATS is seeking a System Support Analyst I to deliver Tier 1 IT support across corporate, distribution, warehouse, and manufacturing environments in Albion, IL. You will troubleshoot hardware, software, and connectivity, assist with onboarding, and maintain asset records.

Ideal candidates have an associate degree in IT or related field, 1–3 years in help desk or desktop support, and solid skills in Windows, Microsoft 365, and customer service.

Qualifications

• Associate degree or equivalent experience in IT fields.
• Experience in Help Desk or Desktop Support roles.

Responsibilities

• Provide Tier 1 support for Windows workstations, Microsoft 365, mobile devices, printers, and peripherals.
• Receive, document, troubleshoot, and resolve requests via ticketing system, phone, email, remote or in-person support.
• Escalate advanced issues to Tier 2/3 and communicate resolution progress.
• Assist with onboarding/offboarding, account setup and equipment deployment.
• Maintain accurate IT asset and equipment records.

Skills

Windows support

Microsoft 365

Customer service

Troubleshooting

Documentation

Communication

Organizational skills

Education

Associate degree in Information Technology/related field

Tools

Active Directory

Microsoft Entra ID

Ticketing systems

Job description

Position Summary:The System Support Analyst I provides Tier 1 technical support to employees across corporate, distribution, warehouse, and manufacturing environments. This role troubleshoots hardware, software, Microsoft 365, mobile devices, printers, user accounts, connectivity, and business system issues.As a primary point of contact for IT support, the analyst delivers responsive customer service, documents and resolves incidents, and escalates advanced issues to appropriate IT teams.Responsibilities:Provide Tier 1 support for Windows workstations, Microsoft 365, mobile devices, printers, peripherals, VPN, networking, and business applications.Receive, document, troubleshoot, and resolve requests through the IT ticketing system, phone, email, remote support, and in-person support.Escalate advanced issues to Tier 2/3 resources and maintain communication through resolution.Support user onboarding and offboarding, including account setup, access, equipment deployment, and deactivation.Configure, deploy, replace, and troubleshoot laptops, desktops, mobile devices, printers, and related equipment.Assist with password resets, access requests, software installation, updates, and device refreshes.Maintain accurate IT asset and equipment assignment records.Support Microsoft Teams and conference room technology.Follow cybersecurity policies, identity verification procedures, and information security requirements.Assist with MFA, endpoint security, patch compliance, and other security initiatives.Identify and report suspected phishing, security incidents, or unusual system activity.Educate users on company technology, security practices, and self-service resources.Assist with technology deployments, upgrades, office moves, maintenance activities, and IT projects.Coordinate with other IT teams, vendors, and service providers as needed.RequiredAssociate degree in Information Technology, Computer Science, or related field, or equivalent experience/certifications.1–3 years of Help Desk, Desktop Support, Technical Support, or related experience.Working knowledge of Windows and Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint.Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies.Experience troubleshooting computers, printers, mobile devices, and peripherals.Strong customer service, communication, troubleshooting, documentation, and organizational skills.Ability to manage multiple priorities in a fast-paced environment.PreferredCompTIA A+, Network+, Security+, ITIL, or Microsoft certifications.Experience supporting manufacturing, warehouse, distribution, or multi-site environments.Familiarity with Active Directory, Microsoft Entra ID, endpoint management, ticketing systems, and remote support tools.Exposure to ERP, warehouse management, or other enterprise applications.