Technical Support Analyst II

ADP offers a global platform for cloud-based human capital management, uniting HR, payroll, talent, time, tax, and benefits administration. This onsite Technical Support Analyst II role in Schaumburg, IL provides the opportunity to assist clients with hardware, software, and operating system issues across all ADP-supported applications. You’ll handle installation, upgrades, maintenance, troubleshooting, and diagnostics while staying current with new technologies to support product rollouts and existing offerings. Compensation ranges from $19 to $39 per hour.

What you get at ADP

• Medical, dental, and vision coverage
• Life insurance
• Matched retirement savings
• Wellness program
• Short- and long-term disability coverage
• Charitable contribution match
• Holidays, personal days, and vacation
• Paid volunteer time off

ADP is a comprehensive global provider of cloud-based human capital management solutions that unite HR, payroll, talent, time, tax and benefits administration, and a leader in business outsourcing services, analytics, and compliance expertise. Our culture emphasizes a down-to-earth environment that values core principles, welcomes new ideas, encourages innovation, and fosters a sense of belonging.

Responsibilities

• Provide technical support to clients for hardware, software, and operating system issues via phone or remote access across all supported applications
• Respond promptly and professionally
• Assess client issues to determine if resolution can be achieved on the initial call or requires second-level support
• Support and install upgrades and assist with technical problems including performance and security for ADP products
• Troubleshoot, reproduce, and develop workarounds for client issues
• Document and communicate results to clients and, when applicable, Corporate Development
• Maintain accurate records of client contact in the CRM system
• Use the Knowledge Management database to locate solutions
• Ensure case notes thoroughly detail problems and resolutions in a professional manner
• Provide on-site assistance for issues that cannot be resolved remotely, such as delivering service packs, configuring reports, or upgrading software for client-server products
• Refer complex performance issues related to client infrastructure to a specialized peer (Citrix, LAN/WAN, Client Server, etc.)
• Offer advanced expertise for industry-standard databases such as MS Access, Oracle, MySQL, and MS SQL Server
• Gather client databases and environment variables to recreate scenarios in a PC Lab for complex troubleshooting
• Assist with new product pilots and rollouts to other departments and clients
• Serve as a liaison among Implementation, Client Services, Management, and Corporate Support to resolve high-impact problems promptly
• Provide technical support guidance to all levels of Service Support Specialists
• Mentor and train newly hired associates to ease integration into the role
• Identify training needs and contribute to development programs, providing feedback to management
• Act as a team leader in the absence of the manager, prioritizing critical issues and ensuring timely client support
• Stay current with emerging technology and trends to support product rollouts and ongoing offerings
• Maintain proficiency across networks, operating systems, hardware, software, databases, browsers, and related products
• Contribute to internal documentation for new features and procedures
• Perform other related duties as assigned

Requirements

• 1 to 3 years of ADP Client Services experience or equivalent external experience

Technologies

• Citrix
• Lan/Wan
• Client Server
• MS Access
• Oracle
• MySQL
• MS SQL Server
• Knowledge Management database
• CRM system
• Microsoft Office Suite
• TCP/IP
• Operating Systems

Preferred Qualifications

• Bachelor's Degree preferred or equivalent in education or experience
• Bilingual English/Spanish
• MCP or equivalent certification
• Experience with Microsoft Office Suite, client-server architectures, operating systems, and TCP/IP
• Strong troubleshooting, analytical thinking, and written/verbal technical communication
• Excellent problem solving, organization, and time management
• Ability to probe and gather necessary information

A little about ADP

We are a global provider of cloud-based human capital management solutions that bring together HR, payroll, talent, time, tax, and benefits administration. We lead in business outsourcing services, analytics, and compliance expertise. Our people are at the center of our culture, driving ideas, innovation, and a sense of belonging.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP

ADP is committed to an inclusive, diverse, and equitable workplace and to providing equal employment opportunities regardless of protected characteristics. Hiring decisions are based on operating needs and applicant merit.

Ethics at ADP

ADP upholds the highest ethical standards and compliance with applicable laws. We expect our people to maintain integrity and foster a respectful workplace. Learn more about ADP’s culture and values at the provided link.