Part Time Help Desk

ManpowerGroup Global, Inc.; Mount Olive (NJ); On-site; USD 25,000 - 29,000; Part time

Job summary

ManpowerGroup Global, Inc. is seeking a Level 1 Help Desk Support Technician for on-site duties in Budd Lake, NJ. The role provides first-line technical support to end users, troubleshooting hardware, software, and basic network issues while delivering excellent customer service.

Responsibilities include handling tickets, guiding users through solutions, and escalating complex problems to Level 2. The position is part-time (20 hours/week) with potential extension after 6+ months.

Qualifications

• High school diploma or equivalent required; Associate's degree in Information Technology or related field preferred.
• 0-2 years of IT support, help desk, customer service, or technical support experience.
• Basic understanding of Windows 10/11, Microsoft 365, Active Directory, networking concepts, and hardware troubleshooting.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Troubleshoot and resolve basic hardware, software, networking, and account access issues.
• Create, update, and close support tickets while maintaining accurate documentation.
• Install, configure, and support desktops, laptops, printers, mobile devices, and peripherals.
• Assist users with Microsoft 365 applications, Windows OS, and common business software.
• Perform password resets and account administration in Active Directory or similar platforms.
• Escalate unresolved issues to Level 2 or specialized IT teams when appropriate.
• Follow IT processes, SLAs, and security protocols.
• Maintain IT asset inventory and assist with equipment deployment and recovery.
• Contribute to knowledge base documentation and user training materials.
• Support onboarding and offboarding activities, including account setup and equipment provisioning.

Skills

Customer service

IT support

Communication

Problem solving

Time management

Education

High school diploma

Associate's degree in IT

Tools

Active Directory

ServiceNow

Jira Service Management

Zendesk

Microsoft 365

Job description

Job Title: Level 1 Help Desk Support Technician

Location:Budd Lake, NJ (On-site)

Pay Range:$18-$21/hr

Contract:6+ Months, likely extension

Part Time:20 Hours/wk

Position Summary

We are seeking a customer-focused Level 1 Help Desk Support Technician to provide first-line technical support to end users. The ideal candidate will troubleshoot hardware, software, and basic network issues while delivering exceptional customer service. This role serves as the initial point of contact for IT-related inquiries and is responsible for resolving common technical issues or escalating more complex problems to higher-level support teams.

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Troubleshoot and resolve basic hardware, software, networking, and account access issues.
• Create, update, and close support tickets while maintaining accurate documentation.
• Install, configure, and support desktop computers, laptops, printers, mobile devices, and peripherals.
• Assist users with Microsoft 365 applications, Windows operating systems, and common business software.
• Perform password resets and account administration in Active Directory or similar platforms.
• Escalate unresolved issues to Level 2 or specialized IT teams when appropriate.
• Follow established IT processes, service level agreements (SLAs), and security protocols.
• Maintain IT asset inventory and assist with equipment deployment and recovery.
• Contribute to knowledge base documentation and user training materials.
• Support onboarding and offboarding activities, including account setup and equipment provisioning.

Required Qualifications

• High school diploma or equivalent required; Associate's degree in Information Technology or related field preferred.
• 0-2 years of IT support, help desk, customer service, or technical support experience.
• Basic understanding of:
  • Windows 10/11 operating systems
  • Microsoft 365 applications
  • Active Directory user management
  • Networking concepts (TCP/IP, DNS, VPN, Wi-Fi)
  • Hardware troubleshooting
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications.
• Experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.
• Familiarity with remote support tools.
• Exposure to cloud technologies such as Microsoft Azure or Microsoft 365 Administration.

Technical Skills

• Microsoft Windows 10/11
• Microsoft 365 Suite
• Active Directory
• Basic Networking
• Remote Desktop Tools
• Ticketing Systems
• Mobile Device Support
• Printers and Peripherals

Soft Skills

• Strong customer service orientation
• Effective communication skills
• Attention to detail
• Team collaboration
• Time management
• Critical thinking
• Adaptability and willingness to learn

Success Metrics

• First-call resolution rate
• Ticket response and closure times
• Customer satisfaction scores (CSAT)
• Adherence to SLA requirements
• Quality of ticket documentation