Helpdesk Technician - Merrifield

Automatic Data Processing, Inc.; Fairfax (VA); Sur place; USD 42 000 - 54 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Technical support

Customer service

Communication skills

Problem solving

Team collaboration

ITSM familiarity

Outils

ServiceNow

ITSM platform

Description du poste

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 Technician - Merrifield

ALL EMPLOYEES Full Time Fairfax, VA, US

3 days ago Requisition ID: 1129

We are seeking a motivated and detail-oriented Tier 1 Helpdesk Technician to join our support team. This is an entry-level role ideal for candidates who are eager to grow their technical skills while providing exceptional customer support. Instead of traditional desktop/PC support, this role focuses on supporting a specific business application critical to our operations.

Responsibilities

• Serve as the first point of contact for end-users requiring assistance with the designated application.
• Respond to tickets, emails, or calls in a timely manner, documenting all interactions in the ticketing system.
• Troubleshoot and resolve basic issues related to the application, escalating complex problems to Tier 2 or application specialists as needed.
• Provide clear, user-friendly guidance and training to non-technical users.
• Maintain accurate records of issues, resolutions, and knowledge base articles to improve future response times.
• Collaborate with the application support team, developers, and business stakeholders to ensure prompt issue resolution.
• Monitor ticket queues and follow established Service Level Agreements (SLAs).
• Participate in team meetings and contribute ideas for improving support processes.

Qualifications

• Some technical support, helpdesk, or customer service experience preferred, but entry-level candidates are encouraged to apply.
• Basic understanding of troubleshooting techniques for software or applications.
• Strong communication and problem-solving skills with the ability to explain technical concepts to non-technical users.
• Experience with or exposure to ServiceNow or another IT Service Management (ITSM) platform is a plus.
• Ability to work effectively in a team-oriented environment and follow documented procedures.
• Eagerness to learn new applications and grow into higher-level support roles.

Requirements

• Must be able to obtain Sensitive Public Trust Clearance
• Must be US Citizen or green card holder
• Must have been in the county for the last 7 years