Help Desk II

ManpowerGroup; Madison (WI); Hybrid; USD 30,000 - 34,000; Full time

Job summary

ManpowerGroup is seeking a Help Desk specialist to join the Client Engineering Desktop support team in Madison, WI. This hybrid role requires at least 50% onsite work with alternating weeks on-site and remote, and onboarding onsite for the first weeks.

You will be the first point of contact for technical assistance across the organization. Responsibilities include documenting interactions, remote troubleshooting, and maintaining knowledge base content.

Qualifications

• Minimum of three (3) years of experience in a help desk environment.
• Hands-on experience supporting Windows 11, Microsoft 365, and Apple mobile devices.
• Familiar with endpoint security practices and established support procedures.
• Strong troubleshooting skills with the ability to diagnose and resolve basic technical issues, including software deployments.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, email, ticketing system, and walk-ins.
• Document all customer interactions and outcomes in the ticketing system, including resolution logs and event/problem records.
• Perform remote troubleshooting using diagnostic techniques and targeted questions to determine the best solution.
• Manage assigned tickets in a timely manner while providing Tier 2 support as needed.
• Develop, modify, and maintain Knowledge Base documentation by reviewing existing articles, identifying documentation gaps, and creating or updating content for consistent support across teams.

Skills

Customer service

Troubleshooting

Documentation

Tools

Windows 11

Microsoft 365

Apple devices

Job description

Our client is seeking a Help Desk to join their team. As a Help Desk, you will be part of the Client Engineering Desktop support team supporting end users across the organization. The ideal candidate will have strong customer service, confident troubleshooting, and a detail-oriented approach to documentation and knowledge sharing, which will align successfully in the organization.

Job Title: Help Desk

Location: Madison, WI (Hybrid; must be a CURRENT WI resident. No relocation allowed. At least 50% onsite work, generally alternating one week onsite and one week remote. Additional onsite work may be required. Initial onboarding will be onsite for the first two to three weeks.)

Pay Range: $22 - $25 / hr. on W2

Duration: 6+ months with highly possible extension / conversion

What's the Job?

• Serve as the first point of contact for customers seeking technical assistance via phone, email, ticketing system, and walk-ins.

• Document all customer interactions and outcomes in the ticketing system, including resolution logs and event/problem records.

• Perform remote troubleshooting using diagnostic techniques and targeted questions to determine the best solution.

• Manage assigned tickets in a timely manner while providing Tier 2 support as needed.

• Develop, modify, and maintain Knowledge Base documentation by reviewing existing articles, identifying documentation gaps, and creating or updating content for consistent support across teams.

What's Needed?

• Minimum of three (3) years of experience providing support in a help desk environment.

• Hands-on experience supporting Windows 11, Microsoft 365, and Apple mobile devices.

• Proven familiarity with endpoint security practices and established support procedures.

• Strong troubleshooting skills with the ability to diagnose and resolve basic technical issues, including software deployments and installations.

• Ability to lift computers and related equipment weighing up to 40 pounds.

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.