Help Desk

ManpowerGroup; Madison (WI); Hybrid; USD 22,000 - 32,000; Full time

Benefits offered by this job

Hybrid schedule

Mission-driven organization

Job summary

ManpowerGroup is seeking a Help Desk to join their Enterprise Service Desk team in Madison, WI. You will provide Level 1 IT support to end users for password and network access issues, and respond to calls and emails from state agency employees and citizens.

Join a dedicated support group that documents and tracks problems, identifies trends, and helps users access Wisconsin applications. Expect a hybrid work schedule with alternating onsite and remote weeks after training.

Qualifications

• At least 6 months of prior experience with customer service.
• At least 6 months of prior experience with basic IT troubleshooting.
• Call center experience (preferably in an IT setting) for at least 6 months.

Responsibilities

• Provide Level 1 IT support to end users for a variety of issues, including password and network access assistance.
• Respond to telephone calls, email, and personnel requests for technical support from state agency employees and citizens.
• Identify, research, and resolve reported IT technical issues using established guidelines and commonly used support procedures.
• Document, track, and monitor problems experienced with State of Wisconsin applications to support timely resolution and trend identification.
• Support access and use of State of Wisconsin applications by troubleshooting access-related and usage-related concerns.

Skills

Customer service

IT troubleshooting

Call center

Job description

Our client is seeking a Help Desk to join their Enterprise Service Desk team. As a Help Desk, you will be part of a dedicated support group helping end users resolve IT issues with accuracy, professionalism, and urgency. The ideal candidate will have strong customer service skills, a solid foundation in basic IT troubleshooting, and call center experience that helps them stay calm and effective while supporting users through phone and email.

Job Title: Help Desk

Location: Madison, WI

Pay Range: 19.50/hr On W2

What's the Job?

• Provide Level 1 IT support to end users for a variety of issues, including password and network access assistance.
• Respond to telephone calls, email, and personnel requests for technical support from state agency employees and citizens.
• Identify, research, and resolve reported IT technical issues using established guidelines and commonly used support procedures.
• Document, track, and monitor problems experienced with State of Wisconsin applications to support timely resolution and trend identification.
• Support access and use of State of Wisconsin applications by troubleshooting access-related and usage-related concerns.

What's Needed?

• At least 6 months of prior experience with customer service.
• At least 6 months of prior experience with basic IT troubleshooting.
• Call center experience (preferably in an IT setting) for at least 6 months.
• Ability to follow instructions and pre-established guidelines while working within a Level 1 support capacity.
• Comfort working in a 24x7x365 support environment, including occasional shifts in work hours as needed for coverage.

What's in it for me?

• Work as part of the Enterprise Service Desk team supporting both employees and citizens with real-world IT needs.
• Build confidence in Level 1 troubleshooting by resolving issues through established processes and documentation.
• Contribute to improved service outcomes by tracking and monitoring issues to help spot trends.
• Hybrid schedule after an initial training period, with alternating onsite and remote weeks.
• Opportunity to support a mission-driven organization with consistent, structured support responsibilities.

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells.

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands –Manpower, Experis, Talent Solutions, and Jefferson Wells– creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.