Company Description

“As the industry leader in compensation data and technology, Payscale helps organizations #getpayright. Payscale is the only technology solution for managing compensation that provides multiple streams of fresh, transparently curated, and validated salary data. Combined with modeling engines that learn continuously and generate recommendations and insight, Payscale empowers HR to price jobs and adjust compensation to reflect real-time changes in the market — all on one trusted data platform. With Payscale’s Adaptive Compensation Advantage, we operate with efficiency, focused on outcomes rather than manual data management. To learn how companies like The Washington Post, Perry Ellis International, United Healthcare and The New York Times rely on Payscale to attract and retain top talent, motivate and engage employees and plan their future workforce, visit payscale.com.”

Job Description

Help Desk Analyst II
You are a talented member of the Help Desk team responsible for delivering awesome service to the Payscale community.

• As a member of the Payscale Help Desk team you're responsible for investigating, responding, and solving technical requests from PayScalers remotely and in person.
• Prioritizing, assigning, and bringing up service requests as appropriate.
• Writing and updating self-help instructions to make it easy for employees to fix issues on their own if possible.
• Driving improvements to our help desk ticketing and tracking systems on Zendesk and other asset management systems to help all of IT deliver excellent service.
• Skilled at working with a variety of people across all levels of technical prowess.
• Excellent written and verbal communicator, able to simplify the toughest problems down to simple steps that anyone can follow
• Highly motivated and able to perform independently in a fast-paced Help Desk.
• A master juggler: you can balance the myriad details of different employee requests all at once, prioritizing on the fly, making clear decisions with limited information, and keeping everyone up to date when things change.
• Customer-service focused: zeal for delivering high-quality service to folks and passion to find new ways to constantly improve.

Primary Responsibilities

• Provide excellent helpdesk support and customer service to all Payscale employees, including remote workers.
• Resolve all user requests and incidents while adhering to established SLAs and procedures. Ensure all issues and resolutions are thoroughly detailed in the helpdesk ticketing system.
• Set up, support, diagnose, and troubleshoot PCs and Mac’s in person and with remote tools
• Support and set up VoIP phones, office printers, A/V and conference room equipment, & different computer peripherals
• Install, support, diagnose, and solve all systems relating to end-user computing, including, Windows and Mac OS, OKTA, Office 365, SharePoint, Slack, Zoom, Cisco AnyConnect, Duo, Jira, Confluence.
• Support/Mac OS and Windows configuration, imaging, and deployment.
• Troubleshoot and work with software, patches, and system configurations.
• Assist with new user setup, department transfers, and terminations.
• Assist with performing inventory and asset tracking and shipping and receiving of computer equipment
• Contribute to the department knowledgebase by developing documentation
• Assist with various IT projects and other tasks as needed.
• Proven experience providing exceptional white glove service to end users & C-Level Suite executives.
• Experience solving problems Microsoft and Apple operating systems, business-class PC hardware and phones, applications, and network connections.

Qualifications

• 2+ years of proven ability providing IT support as part of a corporate help desk.
• Consistent record of solving problems on Windows & Mac Operating Systems, peripheral hardware, and various software applications,
• Experience with Active Directory
• OS imaging and deployment
• Supporting A/V and conference room systems
• Encryption, Antivirus software
• Office365 & Windows platforms
• VoIP phone systems.
• Able to trouble shoot with remote desktop tools

Additional Information

Benefits and Perks – The Highlights:
All around awesome culture where together we strive to:

• Pursue excellence every day
• Create customer value
• Compete to win (and lose!) as a team

As part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as:

• Regular virtual company meetings
• Coffee chats
• Table for 4 Executive conversation
• Spirit Week
• Pulsing tools for continuous conversations to drive performance and career growth
• Strengths based tools designed to help employees engage with peers and managers, supported through a program called StandOut
• Access to top notch learning courses for all employees through LinkedIn Learning
• As well as constant re-evaluation of what our employees need to be successful at work!

Our more standard benefits include:

• Discretionary Paid Time Off – Giving employees the flexibility they need to rest, relax and recharge away from work
• 15 paid holidays including Independence Week, Juneteenth and World Mental Health Day
• 3 comprehensive health plans to fit your unique needs; plans have up to 100% company-paid premium coverage for employee Medical, Dental and Vision
• Access to Premera’s Healthcare Services including an Employee Assistance Program (EAP), 24-hour Nurse Hotline, Telehealth (Doctor on Demand), Talkspace, and other virtual care options
• FSA and HSA options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and Transit
• Company Paid Short Term Disability, Long Term Disability, and Life Insurance
• Comprehensive Paid Parental / Adoption Leave program
• 401k program with fully vested, immediate company match

Additional highlights:

• Voted Seattle’s and Boston’s best places to work according to Built In 2022.
• Voted one of Seattle’s companies with the best benefits according to Built In 2022.

Equal Opportunity Employer: We embrace equal employment opportunity.

• PayScale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.