Entry-Level Helpdesk Technician for App Support

Automatic Data Processing, Inc.

Fairfax (VA)

On-site

USD 42,000 - 54,000

Full time

3 days ago

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Job summary

Automatic Data Processing, Inc. in Fairfax, VA is seeking a motivated Tier 1 Helpdesk Technician to join our support team. This entry-level role focuses on assisting users with a specific business application and developing technical skills.

You will respond to tickets, document interactions, and provide user-friendly guidance while learning from senior staff. The position offers growth into higher-level support and collaboration with developers and stakeholders.

Qualifications

Entry-level applicants encouraged; some technical support or customer service experience preferred.

Responsibilities

Serve as first point of contact for end-users needing help with the designated application.
Respond to tickets, emails, or calls and document interactions in the ticketing system.
Troubleshoot basic issues related to the application and escalate complex problems to Tier 2 or specialists.
Provide clear, user-friendly guidance and training to non-technical users.
Maintain records of issues, resolutions, and knowledge base articles to improve response times.
Collaborate with the app support team, developers, and stakeholders to resolve issues promptly.
Monitor ticket queues and adhere to SLAs.
Participate in team meetings and suggest process improvements.