Technical Operations Support Specialist I - Payroll Tax Support

Business Hours for this position at 9am to 6pm CST.

Position Overview

The Technical Operations Support Specialist I is responsible for delivering high-quality technical support for Paylocity’s growing suite of applications, including modules such as HR & Payroll, General Ledger, Tax support, Integrations, Data Insights/Reporting, Custom Calculations, and Time and Labor/Hardware. This role serves as a key resource for resolving complex client issues and supporting internal departments by addressing escalated technical concerns.

The Technical Operations Support Specialist will troubleshoot a wide range of issues, including software functionality, payroll transmission, installation errors, time and labor discrepancies, payroll tax questions, and database-related problems. In addition, the role involves setting up and supporting standard features within web-based applications. This position requires a strong ability to communicate technical information clearly and effectively, ensuring clients and internal teams receive actionable guidance.

Payroll Tax Support within Technical Support is responsible for providing support to internal partners in assisting Paylocity’s clients with payroll tax functionality and pay history data corrections. This includes answering questions about how to set up employees’ taxes to ensure accurate tax withholding, performing User Acceptance Testing (UAT) when new tax calculation functionality is being released, and troubleshooting payroll tax calculation system issues and reporting opportunities to Development to enhance the system.

A successful Payroll Tax Support TSS has strong mathematical ability, intermediate to advanced Excel expertise, and an ability to learn, understand, and adapt to ever-changing tax rules quickly. Past payroll tax experience and an FPC or CPP designation would make that TSS stand out even more!

Primary Responsibilities

The below represents the primary duties of the position; others may be assigned as needed.

Provide technical support by troubleshooting software and hardware issues using remote tools.
Serve as the first point of contact for clients and internal inquiries via cases, emails, and calls, addressing issues related to web-based products and services while ensuring timely follow up and resolution.
Support clients in the modification of items that may include Time off Accruals, Time and Attendance, Tax Adjustments, ACA, General Ledger, Reporting, Custom Calculations, and/or security requests.
Document all interactions and identify recurring issues or trends.
Collaborate with internal teams to resolve complex issues and improve software performance.
Share knowledge and support team learning across the organization.
Use tools like Excel (VLOOKUP, Pivot Tables) to manage and analyze data.
Communicate clearly with both technical and non-technical users.
Represent the team in client interactions, events, and meetings.
Effectively switch between multiple communication and tracking systems
Remain flexible to business needs, including varying shifts and project support.
Continuously build expertise in applications and help ensure quality and performance standards are met.

Education and Experience

Bachelors Degree
3+ years’ experience in a customer service role; experience in a help desk/technical support role preferred
Intermediate MS Office skills, especially with Excel, specifically being able to import data and use pivot tables, and VLOOKUP.
Strong oral and written communication
PC hardware/software experience including installation, maintenance, and training end users.
Ability to learn new software and desire to continue learning.
Ability to analyze data for high-level problem resolution.
Technical aptitude to learn database tools, such as SQL, or other software or internal developed tools.
Must have strong mathematical skills for report calculations, accruals, General Ledger, etc.
Experience with Lean Six Sigma a plus
Experience with direct communications up to the C-Suite level
Understanding HR&P tax set ups and impact on filings