Global Helpdesk Specialist Tier II/III (Junior)

Automatic Data Processing, Inc.; Illinois; Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Healthy work-life balance

Professional development

Job summary

Automatic Data Processing, Inc. is seeking a Junior Helpdesk Specialist to support a 24/7 global service desk for Tier II/III incidents. This hybrid role at SAFB, IL, requires coordinating with DoD security requirements and delivering reliable user support across time zones.

Responsibilities include incident triage, ticketing in ServiceNow and Jira, metrics reporting, and maintaining account provisioning with strict SLA adherence. Strong communication is essential.

Qualifications

• Experience in Tier II/III technical support in a global, mission-critical environment.
• Familiarity with ServiceNow, Jira, and AWS GovCloud architecture.
• Strong incident management, ticket triage, and escalation skills.
• Knowledge of DoD security protocols, account management, and compliance standards.
• Excellent communication and documentation skills.
• Ability to provide after hours on-call remote and on-site support.
• Ability to work Hybrid- onsite/ client site delivery.

Responsibilities

• Maintain 24/7/365 global Service Desk, with on-site personnel during core hours and remote support during non-core hours (on call).
• Provide continuous operational availability and responsiveness to global users.
• Handle escalated technical issues, system support tasks, and mission-critical incident resolution.
• Implement and maintain metrics-reporting tools (ServiceNow, Jira) for performance analysis and visualization.
• Produce monthly Service Desk Metrics Reports detailing ticket volume, resolution times, SLA compliance, system availability, trend analysis, defect status, account changes, and incident summaries.
• Operate a structured triage process for incoming tickets: categorize, assign severity, initiate response workflow, and track through resolution.
• Document incidents in ServiceNow with details for root cause analysis and handoff to development teams.
• Track and close tickets per standard process.
• Process account requests within defined timelines (standard: 1 business day; urgent: 4 hours).
• Coordinate new user account provisioning based on mandatory training completion
• Monitor active accounts and perform periodic access reviews for compliance.
• Coordinate multi-domain account provisioning and maintain proper authorization documentation.

Skills

Tier II/III support

Incident management

Ticket triage

Escalation skills

Communication skills

Education

Bachelor's degree or higher in Computer Science / IT / Engineering / MIS / Mathematics

Tools

ServiceNow

Jira

AWS GovCloud

Job description

Automatic Data Processing, Inc. is seeking a Junior Helpdesk Specialist to support a 24/7 global service desk for Tier II/III incidents. This hybrid role at SAFB, IL, requires coordinating with DoD security requirements and delivering reliable user support across time zones.

Responsibilities include incident triage, ticketing in ServiceNow and Jira, metrics reporting, and maintaining account provisioning with strict SLA adherence. Strong communication is essential.