Hybrid Help Desk Technician - Windows & M365 Support

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

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.