Helpdesk Specialist

ADP, Inc.; Washington (District of Columbia); On-site; USD 40,000 - 55,000; Full time

Job summary

ADP, Inc. in Washington, DC is seeking a Helpdesk Specialist to provide first-line IT support for ENRD staff. The role requires handling calls and emails, resolving common issues, and guiding users through Baseline applications on ENRD computers.

The position focuses on quick, accurate problem solving, remote assistance, and collaboration with Level 2 when needed, including printer and device support.

Qualifications

• Experience in a Help Desk or IT support role.
• Ability to assist users over phone and email.
• Familiarity with remote troubleshooting and ticketing systems.

Responsibilities

• Direct help desk support provided during the initial telephone or email contact.
• Accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support.
• Serve as the central point of contact for ENRD personnel for IT issues and referrals.
• Answer basic and complex questions about Baseline applications on ENRD Computers.
• Provide desk-side assistance if remote options fail.
• Maintain problem-tracking database to record user service requests.
• Act as central call point for printer maintenance and manage print queues.

Skills

Customer service

Telephone support

Remote troubleshooting

Windows troubleshooting

Tools

Cisco AnyConnect

Microsoft Office

Google Chrome

LexisNexis Suite

Relativity Web Client

Remedy

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Helpdesk Specialist

Full-time Regular Professionals, Tech Washington, DC, US

Salary Range: $40,000.00 To $55,000.00 Annually

Responsibilities:

• Direct help desk support provided during the initial telephone or email contact.
• Accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support.
• Serve as the central point of contact for ENRD personnel for the immediate resolution or referral of all user-generated hardware and software information technology issues throughout ENRD.
• Answer basic and complex questions about the Baseline applications (listed below) on ENRD Computers
• ActivID ActivClient
• Cisco AnyConnect Secure Mobility Client: Critical software for offsite VPN connection. Scheduled to be replaced by Zscaler.
• EPA Enforcement Economic Models
• Google Chrome
• Google Earth Pro
• IBM BigFix Client
• Lexis for Microsoft Office
• LexisNexis CaseMap
• LexisNexis NoteMap
• LexisNexis Sanction
• LexisNexis TextMap
• LexisNexis TimeMap
• Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Microsoft Teams
• PSR Viewer
• Pure Edge Viewer
• Relativity Web Client
• Relativity Web Client Manager
• Rumba
• Stenograph CaseViewNet
• Thompson Reuters Drafting Assistant
• Thompson Reuters E-Transcript Bundle Viewer
• Zscaler
• Zoom
• Act as call center and re-director for Non-Baseline applications (listed below) on ENRD Computers:
• CaseSoft Apps - CaseMap, TimeMap, NoteMap, TextMap
• FileSurf
• IPRO
• LawPack
• Lexis
• LiveNote
• Microsoft Access
• Westlaw
• Provide basic hardware support for Computers (including peripheral equipment, e.g., keyboard, mice), printers, label printers, laptops, and video conferencing equipment.
• Use remote access/assistance software from the help desk offices to troubleshoot user problems and refer to Level 2 staff any software or hardware (other than printer) problems that cannot be corrected over the phone, via remote assistance software or in-person.
• Provide desk-side assistance (e.g., walk to the employee’s office to help) if the remote access or phone support options are not effective.
• Maintain problem-tracking database to record user service requests.
• Act as the central call point for printer maintenance and enter and track all printer maintenance calls placed in the ENRD IT Management Tool (currently Remedy)
• Manage print queues to ensure printers are working properly.