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 1 hour from home may be required one day a week.
Answer phone calls entered into the call center by the SLA. Resolve or escalated 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 ticket 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 our documentation of a customer environment.
Continuously improve upon technical skills sets within assigned areas of expertise.
Continuously improve upon soft skill sets required to deliver outstanding customer service.

Requirements

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.
Microsoft 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 a domain/corporate IT environment including 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 issues with iPhone, Windows Mobile, Android, etc.
Install and troubleshoot broadband wireless devices and software.
3-5 years of Help Desk support experience.
1-3 years of prior Customer Service experience.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows Operating System 10Windows Operating System 11Microsoft OfficeEmail supportAzure Active Directory AdministrationVPN clientsComputer hardware supportPrinter supportMobile device supportBasic network support

Soft Skills

problem resolutioncommunication skillsmulti-taskingdecision makingcustomer serviceanalytical skillstroubleshootingmotivation to learntime managementadaptability