Tech Support Analyst II

Req Number: 190401
Category: Client Service
Posted Date: March 24, 2020

Work Location(s): El Paso, TX, US

ADP is hiring a Technical Support Analyst II. 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.
 
At ADP we are driven by your success. 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.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, – Social Responsibility.

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.
  • Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:

  • 1 – 3 Years ADP Client Services or equivalent outside experience

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

  • Bachelor’s Degree Preferred or Equivalent in Education – Experience
  • MCP Preferred or Equivalent experience
  • Microsoft office suite, client server, Operating Systems, TCP/IP
  • Troubleshooting and Analysis Technical Communication – written and verbal Problem Solving Organization and Time Management Probing


We’re designing a better way to work, so you can achieve what you’re working for. Consistently named one of the ‘Most Admired Companies’ by FORTUNE® Magazine, and recognized by DiversityInc® as one of the ‘Top 50 Companies for Diversity,’ ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. “Always Designing for People” means we’re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.


At 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.

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Isn’t this what life is all about? Finding something meaningful that you love doing in a place you enjoy doing it? ADP can give you that opportunity.

Here’s what our people are saying…

Nina, Client Support Specialist

“It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.”

Nina
Client Support Consultant

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ADP Service and Implementation Team Insights

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Logo: ADP, Always Designing for People.
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[SPEECH: TARA]
Hi, my name is Tara. I'm an Implementation Specialist at ADP.
[SPEECH: ALISON]
My name is Alison. I'm a Client Support Consultant.
[SPEECH: DAVE]
Hi, my name is Dave. I'm the Senior Support Consultant here at ADP.
[DESCRIPTION]
Text: What do you love about working at ADP?
[SPEECH: ALISON]
I love working with the clients. I love when they say, you know, you made my life so much easier. Thank you.
[SPEECH: DAVE]
I have to say probably the snack cart at year-end. I get all the free food. But no, realistically, I come because of the people. I mean, it's honestly the people why I stay.
[SPEECH: TARA]
Welcoming the client, explaining to them how our process works over here at ADP.
[DESCRIPTION]
Text: Why did you choose a career in ADP Client Service?
[SPEECH: ALISON]
I was interviewed as a senior in college with ADP, so what really drew me was the reputation it had, and I knew that they were going to have an extensive training program.
[SPEECH: DAVE]
I was actually a referral. One of my friends happened to work here, and just trusting his judgment. He said the place was honestly great to work.
[SPEECH: TARA]
ADP just seemed that they had a lot of job opportunities and a lot of room for growth with a career.
[DESCRIPTION]
Text: What surprised you the most about ADP’s culture?
[SPEECH: DAVE]
Most definitely the people. It's the culture here. Anyone you interact with, everyone's friendly. I love going to work.
[SPEECH: TARA]
I learn something new every single day. I feel like as soon as I get comfortable, something else comes up, but it's great because we have awesome resources here.
[SPEECH: ALISON]
Actually, just servicing the clients, realizing that we're taking care of all of their business needs and payroll needs.
[SPEECH: DAVE]
That's what kind of brought me in, and definitely what makes me stay is just everyone I interact with, clients, people. Like, I enjoy coming to work.
[DESCRIPTION]
Text: Ready to reach your potential? Find out more at jobs.adp.com.
Logo: ADP, Always Designing for People.
Text: ADP, the ADP logo, and Always Designing for People are trademarks of ADP, LLC. Copyright © 2020 ADP, LLC. All rights reserved.

ADP – Human Resource Career: Jay

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Text: Jay, VP, Global Talent & Development
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Hi, my name is Jay. I am a vice president of global talent solutions here on our Global Talent and Development team. And I've been with ADP for three years.
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[DESCRIPTION]
Text: What is meaningful about working in ADP HR?
[SPEECH]
Having the opportunity in HR organization to help our associates grow, help our associates develop, that's what's really meaningful for me. Make sure we have the right programs, processes, or resources available for people to really kind of fulfill their own potential here at ADP.
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Text: How does ADP promote career development?
[SPEECH]
So to really help people develop here, I think it's about finding the right opportunities for them to really expose themselves to new situations, new types of people, new approaches, new kind of leadership opportunities. We try to find as much to kind of, you know, offer to people to get involved in things outside of their day to day role, potentially even just expanding their own day to day role to make sure they're there continuing to develop here.
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Text: What does it take to be successful at ADP?
[SPEECH]
So someone I think that will be successful at ADP, at the end of the day, is a leader. So we're looking for people that are really driven, that are really passionate about the area they're applying to, the area they're getting involved in, and that they want to make a difference, right? So people that are excited about change, excited about creating change, working with other people that have the same level of inspiration and engagement, those are the most important aspects. So someone that wants to kind of do something bigger than just earn a paycheck at the end of the day and really drives sort of a greater purpose.
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[DESCRIPTION]
Text: Ready to make a difference? Find out more at jobs.adp.com.
Logo: ADP, Always Designing for People.
Text: ADP, the ADP logo, and Always Designing for People are trademarks of ADP, LLC. Copyright © 2016-2020 ADP, LLC. All rights reserved.

Implementation Career: James

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Logo: ADP, Always Designing for People.
Text: James, Project Manager, Implementation
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JAMES: My name is James. I am a project manager here at ADP.
[DESCRIPTION]
Text: What convinced you to join ADP?
[SPEECH]
What convinced me to join ADP was, as I was going through the interview process and speaking with different members of the leadership team, I was able to really identify that they were looking for future leaders within the company. They were looking for individuals that not only had leadership traits but also knew that there was a runway for them to move forward through and develop into.
[DESCRIPTION]
Text: What type of workplace flexibility has A.D.P. provided?
[SPEECH]
Something that I love about working here is that ADP has provided an amazing flexible working atmosphere. Monday, Tuesday, Wednesday, I come to the New Jersey office. And then Thursdays and Fridays, I go to the New York office. And it's fantastic. And then there's times when things come up, when emergencies happen, which happens with everyone, I'm able to work from home. So it's absolutely fantastic how flexible ADP has been with me and also with others.
[DESCRIPTION]
Text: How does A.D.P. encourage collaboration?
[SPEECH]
Coming from a former military career, team orientation is very important to me. And not only is this a very dynamic and fast-paced environment, but the team approach with everything that we do here is very solid and very strong, which is a great atmosphere to work in.
[MUSIC PLAYING]
[DESCRIPTION]
Text: Ready to optimize your career? Find out more at jobs.adp.com.
Logo: ADP, Always Designing for People.
Text: ADP, the ADP logo, and Always Designing for People are trademarks of ADP, LLC. Copyright © 2020 ADP, LLC. All rights reserved.

What Attracted You to Join ADP Sales?

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Logo: ADP, Always Designing for People.
[SPEECH: LIZZIE]
Hi, I'm Lizzie. I'm a District Manager, and I've been with ADP for three years.
[SPEECH: JUSTIN]
I'm Justin from ADP. I am an Associate District Manager, and I've been with ADP for about eight months now.
[SPEECH: KELSEY]
Hi. My name is Kelsey. I'm a District Manager, and I've been with ADP for six years.
[SPEECH: MICHAEL]
My name is Michael. I've been working at ADP for three years, and I'm an Associate Sales Executive.
[SPEECH: BRANDON]
Hi. My name is Brandon. I'm an Associate District Manager with ADP, and I've been working at ADP for four months now.
[SPEECH: ALISON]
Hi. My name is Alison. I am a District Manager at ADP, and I've been at ADP for one year.
[MUSIC PLAYING]
[DESCRIPTION]
Text: What attracted you to join ADP?
[SPEECH: LIZZIE]
When I graduated college, I was looking for companies that had a great sales training program. And I knew ADP was one of them. So I came across a sales apprentice job, and I was able to work alongside of top producers in my region. And I learned the ins and outs of the job through them.
[SPEECH: JUSTIN]
My goal was to look for a career path, looking for some place where I was able to grow in the company. Money was actually tertiary. It wasn't something primary to me. I was just looking for an opportunity to grow, looking for opportunity to have a career path.
[SPEECH: KELSEY]
I was fresh out of college. And I was actually introduced from a friend that was already working at ADP, which I've grown to realize that's how a lot of our associates get on board with ADP is because we get referred by internal partners and internal people that have been here and been very happy with the company.
[SPEECH: MICHAEL]
The reputation ADP has, knowing the company itself, and what I've heard from people that I know worked here-- just between giving you that freedom to have that work life balance that I always wanted, but never could have in the industry that I was in.
[SPEECH: BRANDON]
I was working for a company that would give me benefits that I would be obviously looking for to keep me at the company for a while. So when I ran across ADP, I had a couple friends that worked for ADP. And they let me know how great a company it was. So I figured, you know, what's the harm in applying?
[SPEECH: ALISON]
The competitive aspect about how the flexibility, and schedules, and really just the positive work environment, and camaraderie that everyone has—and that really sparked my interest in working in the company.
[TEXT]
Ready to join a dynamic sales team? See more at jobs.adp.com/sales.
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Logo: ADP, Always Designing for People.
Text: ADP, the ADP logo, and Always Designing for People are trademarks of ADP, LLC. Copyright © 2018-2020 ADP, LLC. All rights reserved.

ADP Presents: The Art of Better.

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[DESCRIPTION: Martha Bird speaks. ]
No matter where you are and no matter what time period you're from, we value being part of a community. We want to be close to friends and family. We seek meaning for ourselves as individuals, where we can be acknowledged and recognized.
[DESCRIPTION: Martha walks through an office. ]
My name is Martha Bird. I'm a cultural anthropologist. And I worked for ADP.
[DESCRIPTION: Exterior view of ADP headquarters. ]
I look for patterns. I study beliefs, routines, aspirations, and behaviors to inform the digital tools we're building at ADP.
[DESCRIPTION: Martha views papers under lamplight]
I often look at new technologies in reference to what is the human need behind that.
[DESCRIPTION: Martha stands in a server room. ]
You have the assembly line. You can imagine in the '50s, people had to work at a stationary terminal. And then you get into the PC in the '80s. And now you have the mobile phone. And people can kind of work anywhere.
ADP as a company is really aware of the importance of having a human perspective on technology. And that's one of the reasons I'm here, is to try to surface what it is that people actually need in the tools that they use.
[DESCRIPTION: Martha converses with a colleague in a cubicle. ]
I spend a lot of time deeply hanging out with people. I do a lot of asking questions that seem straightforward to people who are insiders.
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I'm able to bring together human insights and observations that, when applied, can impact one in six workers in the US.
[DESCRIPTION: Various floors of the office are viewed. ]
When employees work on teams where they feel that they are respected, they have a tendency to produce more. So I think companies understand that in order to create greater productivity, you have to really work on some of these levers of engagement.
At ADP, I feel really supported on a number of levels. I think the company has used all of the factors that conspire to actually make a more productive workforce. I have a great team that respects my opinion. It's about being authentic. It's about being open to diversity and different perspectives. I get to wake up every day and do exactly what I love doing, just really spending time with people, understanding people. It's about tending to other people and tending to yourself.
[DESCRIPTION: Martha smiles as she glances around the office. Logo: T Brand Studio]

ADP - Corporate Careers: Scott

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Logo: ADP, Always Designing for People.
Text: Scott, VP, Finance Strategy
[SPEECH]
Hi, I'm Scott. I'm a VP in Finance Strategy here at ADP. I've been here for two years.
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[DESCRIPTION]
Text: What is your favorite part of your role?
[SPEECH]
My favorite thing about working here is just the opportunity. And so in my current role-- it's a fairly new role and I get to shape what it is. I get this brand new opportunity to create the finance strategy of the company. And so having that blank sheet of paper and filling it in with what the finance strategy might look like, that's phenomenally exciting.
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[DESCRIPTION]
Text: Why do you stay @ ADP?
[SPEECH]
The reason I stay at ADP and the reason I see a future in ADP is just the career progression. And so one of the things I've found in ADP is you've got people with significant tenure, 20, 25 years of tenure. But within that 25 years, they’ve done 6, 8, 10 different jobs. And so career mobility is big at ADP. And in other companies, as people have moved sideways, it's viewed as a bad thing that you've moved sideways. Here, it's encouraged to get exposure, too. So for myself, I was in the field. And now I'm being exposed to corporate. And then obviously, global is another thing for me to get exposure to. So that's really why I stayed.
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Text: What would you tell someone looking to apply to ADP?
[SPEECH]
So to somebody looking outside into ADP, what they really need to know is it's not a payroll company. And I definitely had that perception when I came in. And it's only really once you get inside it that you realize there's so many different facets to ADP. And it wasn't until I really dug into the role and the company that I realized that it was more than payroll. It was a pretty sophisticated technology company that was global in reach.
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[DESCRIPTION]
Text: Ready to drive your career? Find out more @ jobs.adp.com.
Logo: ADP, Always Designing for People.
Text: ADP, the ADP logo, and Always Designing for People are trademarks of ADP, LLC. Copyright © 2016-2020 ADP, LLC. All rights reserved.

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