Job Description

About Us

Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

The IT Service Resolution Analyst resolves IT Support issues of the highest complexity and acts as the Subject Matter Expert for all of Enterprise Support. They also routinely train and deliver feedback to all members of the IT Service Desk, including other IT business partners.

Responsibilities

• Acts as a resource to IT Service Partners by researching and resolving higher complexity issues. Escalates issues and reports status to management as needed for further resources and problem resolution.
• Operates as Subject Matter Expert in multiple specific technology platforms in order to specialize and resolve issues quicker. Routinely shares information and updates across Support.
• Identifies and partners with end-users in order to enable business units to resolve issues quicker with IT through training and knowledge.
• Influences and acts as the immediate project coordinator with both business and IT partners in order to drive effective solutions to restore service.
• Recommends applications, and systems design modifications in appropriate cases for implementation. Identifies risks of doing so when necessary
• Manipulates and modifies various applications and utilities when needed to recreate incident scenarios in order to research and analyze problems and propose immediate or long term solutions or work around options to ultimately eliminate recurrence of the incident.
• Acts as the Lead contact for high impact issues to insure restoration of service is effectively met.
• Mentors new IT Service Partners in order to share gained knowledge effectively throughout the organization.
• Escalates Service Level Agreement breaches to the Incident Manager and other IT management, as appropriate, in order to ensure appropriate resources are allocated to resolve the service issues.
• Updates, modifies or flags various reference manuals, knowledge bases, and publications used within Support and other I.T. groups in order to effectively share knowledge within the organization. Stays current on emerging products as well.
• Complies with internal and external auditing requirements, data integrity, and confidentiality guidelines.
• Provides input into the development of departmental training materials; provides technical and application specific training to the Service Desk in order to share knowledge.
• Participates in on-call rotation to ensure 24x7 coverage for critical services.

Qualifications

• Bachelor's Degree in Computer Science or Business - Preferred

About the Role

We are looking for a highly motivated IT Service Resolution Analyst Engineer to serve as an escalation point for Level 1 IT Service Partners. This role blends strong technical troubleshooting with innovation, automation, and AI-driven solutions. You’ll be hands-on with complex issues while helping shape the future of IT support through emerging technologies.

What You’ll Do

• Take live chat and ticket escalations from Level 1 IT Service Partners and own issues through resolution.
• Troubleshoot and resolve PC, OS, hardware, and application-related issues
• Drive resolution of complex technical problems with a strong focus on root cause.
• Communicate clearly with users and teams using excellent verbal and written communication
• Document solutions, best practices, and workflows to improve support quality.
• Collaborate with cross-functional teams to improve tools, processes, and user experience.
• Proactively identify opportunities for automation and innovation within IT support.

Beyond Core IT Support

In addition to our standard enterprise technology stack, you’ll actively work on:

• Building and deploying AI Agents
• Developing solutions using Microsoft 365 Copilot , Libre Chat, Claude and extending its capabilities
• Experimenting with and implementing modern AI technologies and frameworks
• Applying automation to enhance efficiency and scalability

What We’re Looking For

You don’t need “AI Agent development” already on your resume. We’re more interested in how you think and grow. We value candidates who are:

• Self-directed and proactive, with a strong sense of ownership
• Passionate about technology, AI, and innovation
• Fast learners who quickly adapt to new tools and ideas
• Strong problem solvers with a resolution-oriented mindset
• Excellent team players who communicate clearly and collaborate well
• Comfortable explaining technical concepts to both technical and non-technical audiences

Live the Paychex Values

Not sure if you meet every requirement?

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us. Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.