ADP has an opening for a Help Desk Technician. A Help Desk Technician provides IT technical support to all ADP Associates via phone, Chat and Selfcare Tickets.
We troubleshoot, log, resolve or escalate incidents using an incident tracking software. We acquire the knowledge needed to support ADP computer applications and software.
We keep Associates informed of critical incidents, and participate in the evolution of the End User Computing processes and procedures.
We may rely on peers experience and work to gain internal knowledge and relationships, and will rely on personal judgment to plan and accomplish goals.
Records all help desk incidents and incident resolution in the incident tracking system
Assists supervisor and perform analysis of incidents, identifies opportunities for improvement, and works with relevant internal and external stakeholders and 3rd party service providers to implement improvements
Creates, approves and maintains knowledge base and user self-service information
Troubleshoots, diagnoses, documents and resolves 80% incidents, and escalates more complicated or critical incidents
Extensive understanding of the logical relationships of configuration items making up IT services
Provides support for all desktops, laptops, IP phones, mobile phones, printers, iPads
Develops an understanding of the operation and support of 3rd party software applications used by ADP staff
May assist with training as needed.
College degree in Information Technology or related field, OR 3+ years of experience in a Help Desk / Service Desk environment with High School Diploma
Other skills : Microsoft Windows, Microsoft Office Suite, Microsoft Dynamics, iOS
Preferred technical Skills : Power Shell, PHP
Enhances the knowledge of internal Associates on the use of computer applications and various hardware
Desires to continuously look for better ways to service the customer
Works in a professional, cooperative manner with coworkers, team members, peers, internal and external customers
Provides IT support and responds to customer needs in a timely manner
Italian : Very Good Level
English : Good Level
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