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Job Description Summary

Provides initial technical support to Team Members via phone with regards to computers, servers, applications and hardware issues. Assesses the nature of the problem and resolves using documented procedures and checklists and by simulating or recreating the incident. Documents all calls in the tracking system; escalating complex problems to more experienced support, when necessary.

Major Responsibilities:

+ Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.

+ Gathers information about the problem from the end-user by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user problem in order to resolve. Escalates unresolved interactions appropriately.

+ Analyzes basic problems and arrives at workable solutions. Provides callbacks or follow-up with the end user as necessary in order to “close” the problem and maintain a successful call closure rate.

+ Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).

+ Escalates unresolved requests to second-tier support. Keeps clients informed of the status of their request if an immediate remedy is not available.

+ Performs routine procedures to remedy issues or when requested.

+ Assists with providing technical hints and tips to proactively assist customers.

+ Interacts with other resources and business trainers to restore service and/or correct issues. Identify Major Incidents and escalates appropriately.

+ Performs assigned security administration functions.

+ Adherence to all Policy and Procedures.

Licensure, Registration, and/or Certification Required:

+ None Required.

Education Required:

+ High School Graduate.

Experience Required:

+ Typically requires 1 year of experience in customer service, call center, or Service Desk support.

Knowledge, Skills & Abilities Required:

+ Strong interpersonal and customer service skills, as well as basic understanding of call centers and call tracking system.

+ Strong technical aptitude with the ability to learn quickly and support software applications.

+ Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.

+ Ability to manage multiple priorities in a dynamic work environment.

+ Analytical and problem-solving skills.

+ Strong verbal communication skills and the ability to interact with a diverse client population.

+ Ability to use/manage a standard multiple-line telephone system.

+ Ability to travel to off-sites to provide Service Desk application support for the facilities.

+ Ability to maintain confidentiality and work as a team.

Physical Requirements and Working Conditions:

+ Must be able to site for extended periods of time.

+ Must be able to perform fine hand manipulation when using a keyboard.

+ Position may require travel which may result in exposure to road and weather hazards.

+ Exposed to a normal office environment.

+ Operates all equipment necessary to perform the job.

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 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th 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.