Job Information
ManpowerGroup Deskside Helpdesk Analyst - Level I/II (Wickliffe) in Wickliffe, Ohio
Position: Onsite Technical HelpDesk Analyst - Level I/II
(M -F 8am - 5pm)
Must Haves: Service Now & Azure Experience
Provide Technical End User Support
Conduct end user technical resolution on items such as password reset, PC hardware and software issues; perform software installations and upgrades.
Provide Level I & II support duties for applications, network, server and security functions locally.
Population and maintenance of solutions center owned knowledge base documents.
Documentation of all issues and resolutions in an ITSM ticketing tool.
Proactive recognition, documentation and resolution of end user and IS support issues.
Primary Work Environment
This position will be a local an onsite
Local site support analysts can expect to spend the majority of their time researching and resolving technical problems/issues to work as primary level 1/2 staff when local end users come with issues directly.
Responsibility for creating, updating and reviewing Solutions Center-owned knowledgebase documents related to the local site is expected.
This position will require frequent interaction with other members of the Solutions Center staff, other IS groups, and management.
Qualifications Recommended
The ideal candidate will have the candidate will have the following skill set:
Have excellent communication skills
Practice empathic listening skills
Have the ability to provide consistent, positive customer service
Identify customer needs, manage expectations, and define appropriate next steps
Proactively solve customer problems
Have extensive knowledge of, but not limited to the following:
Microsoft Windows 10
Office 365 applications including Teams, OneDrive, Outlook, and OneNote
Microsoft Internet Explorer and Edge, Google Chrome, and Safari
Adobe Acrobat, Foxit Reader, or other PDF applications
ServiceNow
VMware Horizon View
Palo Alto Global Protect (VPN)
iOS/Android devices
System Center Configuration Manager (SCCM)
The candidate will have working knowledge of, but not limited to, the following:
Windows Internals
Networking Fundamental
Information Security Fundamentals
Server Fundamentals
HP Service Manager
Microsoft Systems Center Configuration Manager (SCCM)
SAP
Have the ability to make a positive contribution in a team environment
Offers and accepts reinforcing and correcting feedback
Develops successful inter- and intra-team relationships, including the ability to share, teach, learn, and manage conflict
Prioritize and manage multiple tasks
Use analytical problem solving skills
Have the ability to use all available resources to resolve or anticipate problems and be able to use that information to create or update processes, procedures, and resolutions in knowledge base
Have the ability to work independently.
Require minimal supervision
Attendance and punctuality is a must
Communicate on a timely and appropriate basis
Have the ability to adapt to a changing environment
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.