Technical Support Analyst IV
ADP – Automatic Data Processing - Illinois

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ADP is one of the largest providers of business outsourcing solutions in the world. We build personalized solutions that can meet any organization’s unique goals and increase their productivity. We serve approximately 570,000 organizations in more than 125 countries.
Why should you partner with ADP to further develop and advance your career? Because ADP is fully committed to providing our employees with opportunities to do so and as a result, we are the proud recipient of ten prestigious employer awards in the past 3 years, which include:
Fortune's 2011 list of America’s Most Admired Companies
Forbes 2011 list of The World's Most Innovative Companies
Equality Company of the Year (2011)
2011 Diversity MBA Magazine
50 Out Front for Diversity Leadership
Best Places for Diverse Managers to Work (2011)
Working Mother Magazine Best Places to Work (2010)
Best Places to Work for LGBT Equality (2012)
ADP offers very competitive salary and benefit packages, commensurate with skills and experience.
The Major Accounts Comprehensive Services organization is pleased to announce the formation of a Technical Services Team that will provide Technical Support Services to associates and clients for the full suite of ADP Workforce Now Administrative Services including: HR Services, Benefits Administration and the new Payroll Administration offering.
The Comprehensive Services Technical Services team members will assist our existing service teams in Chicago, Norcross GA, Augusta GA, and El Paso and additional new teams as our organization continues to grow and expand. Due to the complex nature of our multi-product offerings and enhanced levels of service, we are currently looking for internal candidates with recent experience with multi-product clients.
The Tec hnical Support Analyst IV will p rovide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all ADP supported applications or products. This individual will also support the end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. They will be responsible for staying current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.

Job Responsibilities :
Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products.
Responds promptly and professionally. Analyzes client issues to determine if resolution can be found on initial call or if second level support is required.
Supports and installs upgrades and assists in all technical problems (i.e. performance, security, etc.) for the ADP supported products.
Effectively troubleshoots, replicates and develops workarounds for client issues.
Documents and communicates the results to the client and/or Corporate Development.
Maintains appropriate records of client contact through the CRM system.
Uses Knowledge Management database to locate solutions to issues.
Ensures case notes thoroughly detail the problem/ resolution, are comprehensive of the issue and are professional.
Provide on-site assistance on issues that could not be resolved via remote tools, ie. deliver service paks, set up reports, install or upgrade software or develop custom solutions for all client server products.
Performance issues related to client infrastructure integration are referred to a peer with specialization in the particular platform or application (Citrix, Lan/Wan, Client Server, etc)
Provides complex technical expertise for industry standard database applications, ie MS Access, Oracle, mySQL, MS SQL Server, etc.
Gathers client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues.
Assists in new product pilots and roll outs to other departments and clients.
Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.
Mentors and trains newly hired associates to ensure successful integration into the role.
Identifies training needs for the department and assists with training development programs.
Provides feedback to management.
Acts as a team leader in the absence of the manager by prioritizing critical issues, providing direction and ensuring appropriate client support is delivered in a timely and effective manner.
Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
Remains proficient on networks, operating systems, hardware, software, databases, browsers and related products. Assists in developing internal documentation to support new features and procedures for product enhancements.

Experience, Skills, Academic:
Minimum Qualifications : Education: Bachelor’s Degree preferred in information technology or equivalent experience; MCSE Experience/Skills: Exposure to working with system and application support for PayX, HRB, ezLM, Enterprise eTime, portal administration, security, digital certificates, AOID issue resolution, internet connectivity and ADP Reporting. Preferred Qualifications HRB technical support experience is preferred.
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.

Job Category:

Area of Interest:
Technical/Application Support

United States, Elk Grove Village, IL

About this company
Automatic Data Processing, Inc. (ADP) is engaged in providing business outsourcing solutions. ADP offers a range of human resource (HR),...