Support Analyst II

Paycor Cincinnati , OH 45201

Posted 4 weeks ago

Support Analyst II

Cincinnati, OH

Job Summary

The Support Analyst II investigates and solves technical issues for external users of Paycor proprietary applications at their locations by employing a high degree of customer service, technical expertise, and timeliness. The position is responsible for immediately correcting the issue by providing 1st and 2nd level assistance through remote connection to the client's system, verbal communication via phone, and if unable to resolve, through escalation to a senior IT level within a timely manner. The Support Analyst II is also responsible for a variety of tasks including client software installations, software upgrades, data transmissions, network analysis, and software application analysis.

Essential Duties and Responsibilities

  • Daily Job Responsibilities

  • Installing software (Citrix, Time and Attendance Bridge, Reportflex, etc.)

  • Supporting data extracts and imports

  • Maintaining SQL databases

  • Creating advanced SQL queries for data requests and for Paycor enterprise reporting

  • Providing application support

  • Logging work in an internal tracking system

  • Supporting clients via phone

  • Connecting to client user PCs remotely to troubleshoot Paycor applications

  • Demonstrating regular attendance

  • Communication and Trend Analysis

  • Improving reporting of technical issues

  • Working directly with end users' knowledge of supported systems to reduce work volume

  • Assisting upper management in continually improving support processes

  • Advising IT team and management in product development issues arising from problems identified through technical support inquiries

  • Communicating potential client issues throughout the support chain to ensure client issues are being addressed in a timely manner

  • Maintaining a working environment that is energized and consistently demonstrates the Paycor service commitment

  • Ability to be on the on-call rotation to support various functions, as needed.

  • Other duties as assigned

Requirements

  • Must be legally authorized to work for any company in the US

  • Associates Degree in Computer Information Systems, Computer Science or equivalent experience

  • Minimum of 2-3 years in IT application support

  • Minimum of 2-3 years supporting SQL databases directly

  • Demonstrated familiarity with SQL Server 2005/2008

  • Proficiency in Microsoft Office

  • Excellent verbal and written communication skills

  • Demonstrates strong organization and time management skills

  • Ability to multi-task, takes initiative

  • Familiarity with payroll or financial services a plus

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Support Analyst II

Paycor