Associate Structures Technical Analyst
Boeing
PythonVBA
Help Desk Support Engineer
Blue Mantis
full-time
Posted on:
Location: Arizona • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidAzureMacOSServiceNow
About the role
- Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%
- Provide first/second level contact and problem resolution for customer issues
- Provide timely communication on issue status and resolution
- Maintain ticket updates for all reported incidents
- Update and maintain Help Desk Documentation and knowledgebase articles – 20%
- Review and update Help Desk documentation as assigned
- Review and create KB articles
- Other functions as directed by management – 30% or as pre-determined by client’s needs
- Travel to remote sites within 45 minutes of the home office one day a week
- Answer phone calls entered into the call center by the SLA; resolve or escalate as needed
- Acknowledge and work on incoming Help Desk web tickets by the set SLA; resolve or escalate as needed
- Work on tickets escalated by the level 1 engineers
- Create tickets and return calls to customer by the set SLA
- Quickly and effectively communicate with customers within our SLA; work with vendor to resolve issues when required
- Configure/image desktops or laptops
- Continually update and improve documentation of customer environments
- Continuously improve technical skills within assigned areas of expertise
- Continuously improve soft skills required to deliver outstanding customer service
- Perform “Walk-In” activities for any employees that need technical assistance while onsite
- Work on client assigned projects
- Research and contribute technical information to the knowledgebase
Requirements
- 3-5 years of Help Desk support experience
- 2-5 years of Microsoft Entra ID or Azure AD Experience.
- 1-3 years of prior Customer Service experience
- Experience with providing technical assistance over the phone and customer facing interactions.
- Able to multi-task by working on multiple open tickets simultaneously.
- Experienced in working in a fast-paced environment with multiple priorities and projects.
- Able to investigate, analyze and troubleshoot customer issues.
- Comfortable making decisions on issue resolution without supervision.
- Demonstrates excellent verbal and written skills.
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
- Windows/MacOS imaging and configuration
- Proficient in at least three of the following: Windows Operating system 10/11; MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project); Email support – Exchange/O365 Administration; Azure/EntraID Active Directory Administration; Autopilot/Intune experience is a nice to have, but not a requirement
- Understanding of domain/corporate IT environment PC/Laptop setup
- Basic knowledge of network technologies (LAN, WAN, wireless)
- VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Troubleshoot issues with laptops, desktops, and thin clients
- USB device support and other peripherals
- Setup/install local, wireless, and network printers
- Troubleshoot hardware printer issues
- Setup and troubleshoot iPhone, Windows Mobile, Android, etc.
- Install and troubleshoot broadband wireless devices and software
