IT Helpdesk Specialist - 1st Line Support

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

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.