Help Desk Specialist - Full-time / Part-time

ManpowerGroup is currently seeking a Help Desk Representative to help support our client's team. This is a temporary assignment that will last approximately one year. The pay rate is $19/hr. JOB SUMMARY: Interacts with customers and company representatives to document and support service for print , copy and scan device functionality. Help desk specialist report to the Customer Operations Manager but will take directives from the Site Operations Manager. Analysts are the core component of the site operation since they handle all incoming calls from customers. ROLE & RESPONSIBILITIES: * Handle incoming customer calls * Gather information about the customer's problem * Create a ticket for all customer inquiries * Perform troubleshooting and problem resolution * Communicate resolution to customer * Perform problem resolution follow-up * Provide first-level and second level user administration support * Active Directory user administration tools, o network drive mappings, o printer mappings * Provide first-level and second level application software support o Windows applications o MS Office and Outlook * Provide first-level and second level network support * General network trouble shooting o Remote Access Services via VPN or Dial Up * Provide first-level and second level general trouble shooting o Printers, MFP, Scanners and Fax equipment * Provide status to pending trouble tickets in a timely fashion, per policy * Review all open tickets on a regular basis and follow up * Identify responsible group for problem resolution when necessary * Escalate or transfer a problem to the next level when necessary * Document and communicate steps taken in troubleshooting process * Provide accurate information and documentation in the ticket * Close all tickets when problem resolved satisfactorily * Provide customer with ticket information and ticket number * Provide customer with ticket status when requested * Follow-up with customer when tickets are resolved in order to close ticket * Maintain and improve knowledge of Help Desk procedures and tools EXPERIENCE AND BACKGROUND: Candidates will possess a high school diploma or equivalent. Candidates with college degree and/or five (5) or more years of direct customer help desk experience in copier/printer environment is preferred. Excellent customer service focus and outstanding communication skills are essential. PERSONAL CHARACTERISTICS: * Individual must posse's business maturity, in appearance, focus, poise and alertness. * Self-motivated and comfortable working as a part of a dedicated team. * Outgoing and well organized individual. * Ability to perform in a multi-tasking environment. * Able to work effectively and cooperatively with customers, remote team members and managers. EDUCATION & TRAINING: * Computer proficiency (MS Office Suite) and MS Project desired. * Associates Degree or five (5+) years equivalent experience in related field. ORGANIZATIONAL RELATIONSHIPS: Reports to the Customer Operations Manager (COM) For additional information, please contact elizabeth.szczerbinski@manpowergroup.com.