IT Support

• Provide support to customer’s End Users both remotely 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.
• Receive ticket escalations, direct end-user escalations.
• Participate, as instructed, as part of the Help Desk call queue.
• Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations.
• 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.

Help Desk Engineer

Senior IT Manager

Transformation Credit Specialist

Help Desk Representative

IT Administrator