1+ months

Tech Support Analyst II - 183956

Augusta, GA 30901
  • Job Code
\u003Cdiv\u003E\u003Cstrong\u003EADP is hiring a Technical Support Analyst II.\u003C/strong\u003E in this position you will provide 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. Support the end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.\u003C/div\u003E \u003Cdiv\u003E\u0026nbsp;\u003C/div\u003E \u003Cdiv\u003E\u003Cstrong\u003EAt ADP we are driven by your success.\u003C/strong\u003E We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.\u003Cbr /\u003E\u003Cbr /\u003EWe strive for every interaction to be driven by our \u003Cstrong\u003ECORE\u003C/strong\u003E values\u003Cstrong\u003E: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, - Social Responsibility.\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003ERESPONSIBILITIES:\u003C/strong\u003E\u003Cbr /\u003E \u003Cul\u003E \u003Cli\u003EProvide 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.\u003C/li\u003E \u003Cli\u003EResponds promptly and professionally.\u003C/li\u003E \u003Cli\u003EAnalyzes client issues to determine if resolution can be found on initial call or if second level support is required.\u003C/li\u003E \u003Cli\u003ESupports and installs upgrades and assists in all technical problems (i.e.. performance, security, etc.) for the ADP supported products.\u003C/li\u003E \u003Cli\u003EEffectively troubleshoots, replicates and develops workarounds for client issues.\u003C/li\u003E \u003Cli\u003EDocuments and communicates the results to the client and/or Corporate Development.\u003C/li\u003E \u003Cli\u003EMaintains appropriate records of client contact through the CRM system.\u003C/li\u003E \u003Cli\u003EUses Knowledge Management database to locate solutions to issues.\u003C/li\u003E \u003Cli\u003EEnsures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.\u003C/li\u003E \u003Cli\u003EProvide 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.\u003C/li\u003E \u003Cli\u003EPerformance 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.\u003C/li\u003E \u003Cli\u003EGathers client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues.\u003C/li\u003E \u003Cli\u003EAssists in new product pilots and roll outs to other departments and clients.\u003C/li\u003E \u003Cli\u003EActs as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.\u003C/li\u003E \u003Cli\u003EProvide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.\u003C/li\u003E \u003Cli\u003EMentors and trains newly hired associates to ensure successful integration into the role.\u003C/li\u003E \u003Cli\u003EIdentifies training needs for the department and assists with training development programs. Provides feedback to management.\u003C/li\u003E \u003Cli\u003EActs 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.\u003C/li\u003E \u003Cli\u003EStays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.\u003C/li\u003E \u003Cli\u003ERemains proficient on networks, operating systems, hardware, software, databases, browsers and related products.\u003C/li\u003E \u003Cli\u003EAssists in developing internal documentation to support new features and procedures for product enhancements.\u003C/li\u003E \u003Cli\u003EPerforms other related duties as assigned.\u003C/li\u003E \u003C/ul\u003E \u003Cstrong\u003EQUALIFICATIONS REQUIRED:\u003C/strong\u003E\u003Cbr /\u003E \u003Cul\u003E \u003Cli\u003E1 - 3 Years ADP Client Services or equivalent outside experience\u003C/li\u003E \u003C/ul\u003E \u003C/div\u003E \u003CP\u003E\u003Cdiv\u003E\u003Cstrong\u003EPREFERRED QUALIFICATIONS:\u003C/strong\u003E Preference will be given to candidates who have the following:\u003Cbr /\u003E \u003Cul\u003E \u003Cli\u003EBachelor\u0027s Degree Preferred or Equivalent in Education - Experience\u003C/li\u003E \u003Cli\u003EMCP Preferred or Equivalent experience\u003C/li\u003E \u003Cli\u003EMicrosoft office suite, client server, Operating Systems, TCP/IP\u003C/li\u003E \u003Cli\u003ETroubleshooting and Analysis Technical Communication - written and verbal Problem Solving Organization and Time Management Probing\u003C/li\u003E \u003C/ul\u003E \u003C/div\u003E\u003C/P\u003E \u003CP\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u00AE Magazine, and recognized by DiversityInc\u00AE as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0022Always Designing for People\u0022 means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/P\u003E \u003CP\u003EAt ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.\u003C/P\u003E
Posted: 2019-10-16 Expires: 2019-12-12

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Tech Support Analyst II - 183956

Augusta, GA 30901

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