Email Opening Title IT Service Desk Specialist I - PC Support  EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   Description Receives calls from internal employees and is the first-line end user single point of contact to resolve technical related issues. Follows documented request and incident management policies and procedures for effective request/issue recording and tracking. Delivers consistent quality service to our end users by following documented call management policies & procedures. Keeps end users informed on request or incident status and progress. Makes an assessment of requests/incidents, attempting to resolve them or refers them to second-line and third-party support groups who can, based on agreed operational and service level agreements. Contributes to problem identification to improve processes & services. Identifies end user training requirements and education needs for the purpose of reducing call volume into the IT Service Desk. Utilizes, adds to, fixes, or flags various reference manuals, knowledge base, and publications used by IT Support and other staff in order to effectively share knowledge within the organization. Ensures adherence to Paychex standards in order to maintain a standardization of process, service, and tools for call and incident management. Responsible for adhering to phone queue and click to chat staffing schedules and actions required to meet incident management service levels. Complies with internal and external auditing requirements, data integrity, confidentiality, and has zero exceptions to compliance to fulfill key control objectives for Sarbanes Oxley.   Position Requirements Bachelor's Degree in Business or Computer Science. 1 year of experience in Technical experience. Possesses strong technical aptitude.   Category Information Technology   Location NY, Rochester, Rochester 225 Kenneth Drive Office   Full-Time/Part-Time Full-Time   Req Number INF-18-00054   Open Date 3/6/2018   Hiring Manager(s) Sean Hurley   This position is currently not accepting applications. To search for an open position, please go to http://AdvancePartners.appone.com

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