L1 Support for Service Desk and Helpdesk

2 months ago

Norfolk, United States Experis Full time

Our client, is seeking a User Trainer (On-Site) M365 User Operations to join their team in Norfolk, VA.

Job Title: L1 Support for Service Desk and Helpdesk

Location: Norfolk, VA
Contract on W2

Required Security Clearance: Yes(NATO SECRET)

Under the direction / guidance of the local NCIA Point of Contact or the Cloud Ops Operations Manager, the following activities will be supported:
1) End-User Device Support:
a) Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intune.
b) Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users.
2) Microsoft 365 Services Support:
a) Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
b) Assist users with M365 collaboration tools, ensuring efficient use and problem resolution.
3) Remote Assistance:
a) Use remote help tools to provide support and troubleshooting for remote users.
b) Guide users through problem-solving processes remotely, ensuring clear communication and resolution.
4) Password Resets and Account Management:
a) Assist users with password resets and account unlocks in accordance with security protocols.
b) Manage intermediate user account tasks in Azure AD, including updating user information and permissions.
5) Incident Logging and Tracking:
a) Log and track support incidents using the helpdesk ticketing system.
b) Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
6) Escalation:
a) Escalate complex issues to Level 2 support or appropriate teams when necessary.
b) Follow up on escalated issues to ensure timely resolution and user satisfaction.
7) Knowledge Base Management:
a) Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
b) Share knowledge and best practices with team members to improve overall service quality.
8) User Education:
a) Provide users with guidance and training on best practices for using end-user devices and M365 services.
b) Promote self-service tools and resources to empower users and reduce support requests.
9) Performance Monitoring:
a) Monitor support metrics and KPIs to ensure high-quality service delivery.
b) Participate in regular reviews to identify areas for improvement and implement corrective actions.
10) Automation and Efficiency:
a) Develop and implement automation scripts using PowerShell to streamline routine support tasks such as software installations, updates, and system checks.
b) Utilize Power Automate to create workflows that automate repetitive tasks and improve service efficiency.
c) Identify opportunities to enhance efficiency through automation and proactively implement solutions.
11) Communication and Collaboration:
a) Communicate effectively with users to understand their issues and provide clear instructions.
b) Collaborate with IT teams to resolve issues and improve service delivery.

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you

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.

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