IT Help Desk Specialist - End-User Support & On-Call

Automatic Data Processing, Inc.; Barboursville (WV); On-site; USD 23,000 - 32,000; Full time

Job summary

Automatic Data Processing, Inc. in Barboursville, WV is seeking an IT Help Desk Representative to deliver frontline technical support across clinics, departments, and administration.

You will resolve day-to-day issues, document work clearly, escalate when needed, and maintain high service standards. The role requires 1–2 years in technical support, strong customer service, and familiarity with Windows and Office; you will handle tickets, backups, device imaging, and onboarding/training for new

Qualifications

• High school diploma or GED required; Associate's degree in Information Technology, Computer Science, or related field preferred
• 1-2 years of experience in a technical support, help desk, or customer service role
• Familiarity with Windows and/or macOS operating systems and common software applications
• Basic understanding of network connectivity, hardware troubleshooting, and system configuration
• Experience using ticketing systems (e.g., ServiceNow, Zendesk, or similar)
• Excellent customer service and communication skills for supporting non-technical users
• Industry certifications preferred (e.g., CompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation)
• Experience providing remote support using remote desktop tools is a plus
• Strong customer service skills and ability to communicate technical information to non-technical users
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Responsibilities

• Respond to support tickets via phone, email, or ticketing system
• Troubleshoot issues related to Microsoft Windows OS and Office applications
• Desktop/Virtualization login issues, sessions, MFA, and performance concerns
• Printing (queues, offline printers, driver issues, and print server installations)
• Basic hardware (monitors, docking stations, keyboards, mice)
• Networking (Wi-Fi connectivity, LAN issues, switch port checks, DHCP/DNS basics)
• Phone systems (setup, call handlers, voicemail routing)
• Miscellaneous software or hardware issues as assigned
• Perform account lockouts, password resets, and user unlocks
• Provide end-user training for new staff during onboarding or role changes
• Maintain a positive and helpful tone in all user interactions
• Image and deploy computers based on organizational standards
• Maintain and update workstation asset records and location tracking
• Monitor daily backup reports and elevate issues as needed
• Support and maintain applications third party tools and applications
• Contact vendors as needed for resolution or escalations
• Accurately document all support activities in the ticketing system
• Record steps taken, resolution status, and follow-up actions
• Write or contribute to internal knowledge base articles and troubleshooting guides
• Keep SOPs and guides updated based on real-world problem solving
• Provide feedback to the IT Services Lead when processes are unclear or outdated
• Maintain compliance with all HIPAA and organizational data handling standards
• Maintain compliance with all company policies and procedures
• Participate in rotation for on-call or after-hours support (when scheduled)
• Support Field Techs by preparing equipment and assisting with on-site visits when needed
• Attend cross-training sessions and share knowledge with teammates
• Communicate any recurring issues or gaps to the IT Services Lead for review
• Promote organization, consistency, and professionalism across all aspects of IT service delivery
• If a ticket cannot be resolved through standard troubleshooting, escalate with necessary details
• Phone Extension or Contact Number; Detailed Issue Description; Steps Taken / Attempted Resolutions

Skills

Customer service

Technical support

Ticketing systems

Communication skills

Remote support

Education

High school diploma or GED

Associate's degree in IT or related field

Tools

ServiceNow

Zendesk

Windows/macOS

Job description

Automatic Data Processing, Inc. in Barboursville, WV is seeking an IT Help Desk Representative to deliver frontline technical support across clinics, departments, and administration.

You will resolve day-to-day issues, document work clearly, escalate when needed, and maintain high service standards. The role requires 1–2 years in technical support, strong customer service, and familiarity with Windows and Office; you will handle tickets, backups, device imaging, and onboarding/training for new