Blue Mantis

Help Desk Support Engineer

Blue Mantis

full-time

Posted on:

Origin:  • 🇺🇸 United States • Arizona

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Job Level

Junior

Tech Stack

AndroidAzureMacOSServiceNow

About the role

  • This role will require applicants to be on site 3 days a week which could increase to 5 days a week onsite. Onsite Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis. Onsite Desktop Support Technicians typically work on-location within a Blue Mantis client’s facilities. The technician will receive ticket escalations, direct end-user escalations, as well as participate, as instructed, as part of the Help Desk call queue.

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 Basic network support Understanding of domain/corporate IT environment PC/Laptop setup Basic knowledge of network technologies (LAN, WAN, wireless) VPN clients (Cisco, SonicWall, Fortinet, etc.) Computer hardware support Troubleshoot issues with laptops, desktops, and thin clients USB device support and other peripherals Printer support Setup/install local, wireless, and network printers Troubleshoot hardware printer issues Mobile device support Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc. Install and troubleshoot broadband wireless devices and software