What are the responsibilities and job description for the Help Desk Technician position at Lensa?
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Sr. Desktop Support
Location: onsite in Braintree, MA
12 month contract (37.5 hours a week)
Key Responsibilities
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.
Sr. Desktop Support
Location: onsite in Braintree, MA
12 month contract (37.5 hours a week)
Key Responsibilities
- Assist in the management of the helpdesk backlog and queue.
- Responding promptly to all helpdesk requests via phone, email or in-person support.
- Determine level of support required to escalate and resolve issues through appropriate channels for all system-related issues.
- Support and maintain desktop, laptops, peripherals, and related technologies.
- Conduct desktop imaging and device configuration protocols.
- Set up new users and computers and support onboarding and offboarding activities.
- Diagnose and resolve problems according to standard operating procedures and knowledgebase documents.
- Develop and maintain documentation as required to support and maintain business applications.
- Notify End User Support Manager or designee of complex issues, major incidents, or insufficient documentation.
- Verify and confirm customer data and documents as required for support.
- Troubleshooting and perform network analysis to address issues with network infrastructure (LAN/WAN/AP).
- Perform software and hardware installations.
- Conduct and assist in inventory asset management, account management and end-use training.
- Assist in supporting and administering third-party platforms.
- Assist in supporting and administering in-house platforms.
- Participate in all internal office moves, additions, and subtractions of staff and/or equipment.
- Troubleshoot application functionality and availability challenges.
- Other Duties and Responsibilities
- Uphold the highest standards of personal, professional, and ethical conduct
- Take personal accountability for maintaining technical expertise.
- Assist in the development of technology innovation to advance agency IT needs
- Demonstrate experience supporting Microsoft Office suites (Word, Excel, Outlook, PowerPoint, and Access), and other M365 applications.
- Must be able to lift 35 pounds and push 65 pounds of equipment.
- Organized self-starter and effective collaborator, showing strong interest in systems and process improvement.
- Demonstrated ability to analyze business situations, create processes, and demonstrate problem solving and analytical thinking skills for successful support.
- Strong communication skills with the ability to tailor information that establishes rapport.
- Strong Analytical and troubleshooting skills.
- Excellent oral and written communications skills.
- Demonstrate strong organizational and customer service skills, and attention to detail.
- Knowledge of Microsoft Office 365
- Knowledge of Claris FileMaker is preferable but not required.
- Knowledge of Microsoft Azure and Microsoft Entra is preferable but not required.
- Knowledge of managing user accounts, groups, and permissions in Microsoft Active Directory is required.
- Strong team player with ability to develop successful working relationships with various IT departments across a large enterprise Education and Experience
- Bachelor’s degree in Computer Science, Management Information Systems, or a related field from an accredited institution of higher education is required.
- Minimum 5-10 years of technical support experience or experience working on a help desk/service desk handling tickets preferred.
- Experience supporting Windows 10/11
- Experience with mobile device management for iOS, Android and other supported client devices.
- Experience troubleshooting hardware, software and networking systems.
- Experience with cloud computing and cloud technologies
- Microsoft role-based training and certifications preferred but not required
- A and Network certification preferred not required.
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.
