Level I Help Desk Technician — IT Support

Automatic Data Processing, Inc.; Philadelphia (Philadelphia County); On-site; USD 20,000 - 29,000; Full time

Job summary

Automatic Data Processing, Inc. is seeking a Help Desk Agent-ITSS to provide Level 1 service desk support for PA Child Support Enforcement System (PASCES) and related IT services in Philadelphia, PA.

The role centers on assisting users with application issues and coordinating with IT staff to resolve problems. The position requires strong customer service skills and the ability to convey technical information in clear terms.

Qualifications

• Prior help desk or related education and/or experience.
• Strong customer service skills.
• Clear verbal and written communication.
• Ability to translate technical terms for non-technical users.

Responsibilities

• Answer incoming inquiries via telephone, email and/or web concerning PACSES and HCSIS issues.
• Interface with end users, peers, technicians and IT staff for resolution or escalation.
• Assist with all aspects of technical support.
• Contribute to small-to-moderate projects as needed.
• Maintain records and call logs for management reporting.
• Instruct end users in proper equipment, software, and reference materials.

Skills

Customer service

Communication

Teamwork

Problem solving

Attention to detail

Job description

Automatic Data Processing, Inc. is seeking a Help Desk Agent-ITSS to provide Level 1 service desk support for PA Child Support Enforcement System (PASCES) and related IT services in Philadelphia, PA.

The role centers on assisting users with application issues and coordinating with IT staff to resolve problems. The position requires strong customer service skills and the ability to convey technical information in clear terms.