Help Desk Analyst
ManpowerGroup Global, Inc., Wind Lake, WI, United States
Summary/objective
Under the general supervision, the Help Desk technician serves as the main point of contact between the IT Services Information Management Systems (ISM) Department and the users of these services to resolve and or diagnose as many problems as possible at this first level of support.
Essential Functions
Provide Tier 1 help desk support.
Daily troubleshooting and resolution of workstations, printer, network, software application problems.
Respond to IT call queue’s end users support requests or via emails, phone calls, or in-person walk-ins.
Maintain Active Directory objects such as users and devices (computers, printers) through adding, deleting, editing, etc. tasks of these objects.
Maintain work log of service requests, equipment malfunctions, software errors, failures, and technical configurations; identify and report trends and technical problems which need to be addressed by improved methodologies, procedures, and policies.
Create and update Knowledge Documentation on a regular basis.
Assist in mass endpoints deployments process which includes, not limited to, device information capturing, end‑user agreement form signing.
Update asset inventories on a regular basis.
Maintain an organized, inventoried workplace area such as Prep Room and Data Centers.
Occasionally travel to other offices, with possible overnights and after-hours stays.
Maintain approved set‑forth SLAs.
Patch Data Center network attached devices during Sundays and provide support after business hours or holidays when needed.
Enforce technology policies and system controls.
Educate and train end users of the ISM business applications and operations.
Stay abreast of trends and innovations in information systems issues and policies.
Maintain absolute confidentiality of work‑related issues and PHA information; perform related duties and responsibilities as assigned.
Undertake IT related assignments, as directed.
Other duties as assigned.
Competencies (Skills, knowledge, abilities)
Excellent customer service and interpersonal skills.
Respond to emails, faxes, walk‑ins effectively with professionalism.
Excellent communication both orally and in writing.
Superior understanding of computer hardware and software systems.
Problem‑solving skills.
Time Management skills.
Attention to detail and ability to follow policy and procedures and prioritize tasks.
Strong hands‑on experience with Microsoft Word, Excel, PowerPoint, and Visio.
Ability to interact with people of different social, economic, and ethnic backgrounds.
Familiar with computer and network components.
Ability to install and configure software applications such as e‑mail application systems.
Certifications, Licenses required
A valid Commonwealth of Pennsylvania Driver's License is required.
Preferred Certifications: CCNA, CCNP, CompTIA A+, and MCSA: Windows Server 2016.
Supervisory responsibilities
None.
Physical demands, activities, environmental conditions
Work is performed in a standard office environment. Physical dexterity is required to work in confined spaces and use precision tools and equipment; requires vision capacity to perform fine calibrations and differentiate between colored wires. Requires regularly lifting up to 50 lbs. Occasional ascending or descending ladders, stairs, scaffolding, ramps, poles and the like. Occasional moving oneself in different positions to accomplish tasks in various environments including tight and confined spaces. Occasional moving about to accomplish tasks or moving from one worksite to another. Occasional remaining in a stationary position, often standing or sitting for prolonged periods. Constantly operating machinery and/or power tools. Occasional operates motor vehicles.
Travel required
Limited travel to PHA sites as warranted.
Minimum education/experience
Associate Degree; AND or equivalent combination of education, experience or training.
Minimum experience
One (1) or more years application work experience in a combination of customer service and IT technical support.
Preferred education and experience
Bachelor’s Degree in Computer Science or related field.
Affirmative Action/EEO statement
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability.
Other duties as assigned
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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Under the general supervision, the Help Desk technician serves as the main point of contact between the IT Services Information Management Systems (ISM) Department and the users of these services to resolve and or diagnose as many problems as possible at this first level of support.
Essential Functions
Provide Tier 1 help desk support.
Daily troubleshooting and resolution of workstations, printer, network, software application problems.
Respond to IT call queue’s end users support requests or via emails, phone calls, or in-person walk-ins.
Maintain Active Directory objects such as users and devices (computers, printers) through adding, deleting, editing, etc. tasks of these objects.
Maintain work log of service requests, equipment malfunctions, software errors, failures, and technical configurations; identify and report trends and technical problems which need to be addressed by improved methodologies, procedures, and policies.
Create and update Knowledge Documentation on a regular basis.
Assist in mass endpoints deployments process which includes, not limited to, device information capturing, end‑user agreement form signing.
Update asset inventories on a regular basis.
Maintain an organized, inventoried workplace area such as Prep Room and Data Centers.
Occasionally travel to other offices, with possible overnights and after-hours stays.
Maintain approved set‑forth SLAs.
Patch Data Center network attached devices during Sundays and provide support after business hours or holidays when needed.
Enforce technology policies and system controls.
Educate and train end users of the ISM business applications and operations.
Stay abreast of trends and innovations in information systems issues and policies.
Maintain absolute confidentiality of work‑related issues and PHA information; perform related duties and responsibilities as assigned.
Undertake IT related assignments, as directed.
Other duties as assigned.
Competencies (Skills, knowledge, abilities)
Excellent customer service and interpersonal skills.
Respond to emails, faxes, walk‑ins effectively with professionalism.
Excellent communication both orally and in writing.
Superior understanding of computer hardware and software systems.
Problem‑solving skills.
Time Management skills.
Attention to detail and ability to follow policy and procedures and prioritize tasks.
Strong hands‑on experience with Microsoft Word, Excel, PowerPoint, and Visio.
Ability to interact with people of different social, economic, and ethnic backgrounds.
Familiar with computer and network components.
Ability to install and configure software applications such as e‑mail application systems.
Certifications, Licenses required
A valid Commonwealth of Pennsylvania Driver's License is required.
Preferred Certifications: CCNA, CCNP, CompTIA A+, and MCSA: Windows Server 2016.
Supervisory responsibilities
None.
Physical demands, activities, environmental conditions
Work is performed in a standard office environment. Physical dexterity is required to work in confined spaces and use precision tools and equipment; requires vision capacity to perform fine calibrations and differentiate between colored wires. Requires regularly lifting up to 50 lbs. Occasional ascending or descending ladders, stairs, scaffolding, ramps, poles and the like. Occasional moving oneself in different positions to accomplish tasks in various environments including tight and confined spaces. Occasional moving about to accomplish tasks or moving from one worksite to another. Occasional remaining in a stationary position, often standing or sitting for prolonged periods. Constantly operating machinery and/or power tools. Occasional operates motor vehicles.
Travel required
Limited travel to PHA sites as warranted.
Minimum education/experience
Associate Degree; AND or equivalent combination of education, experience or training.
Minimum experience
One (1) or more years application work experience in a combination of customer service and IT technical support.
Preferred education and experience
Bachelor’s Degree in Computer Science or related field.
Affirmative Action/EEO statement
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability.
Other duties as assigned
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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