Associate Structures Technical Analyst
Boeing
PythonVBA
Help Desk Support Engineer
Blue Mantis
full-time
Posted on:
Location: Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidAzureMacOSServiceNow
About the role
- Provide on-site desktop support to end users in-person, over the phone, and via ServiceNow ticketing system
- Receive and resolve ticket and end-user escalations; participate in Help Desk call queue
- Resolve problems reported via phone, web tickets or direct escalations; acknowledge and work incoming Help Desk web tickets by SLA
- Provide first/second level contact and problem resolution for customer issues; resolve or escalate as needed
- Maintain ticket updates for all reported incidents and provide timely communication on issue status and resolution
- Update and maintain Help Desk documentation and knowledgebase articles; review and create KB articles
- Configure and image desktops or laptops; perform walk-in support for onsite employees
- Travel to remote client sites within 45 minutes of the home office one day a week; onsite 3 days/week (could increase to 5)
- Work on tickets escalated by level 1 engineers and collaborate with vendors to resolve issues
- Work on client-assigned projects and continually improve customer environment documentation
- Continuously improve technical and soft skills to deliver outstanding customer service
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 10/11; MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project); Email support – Exchange/O365 Administration; Azure/EntraID Active Directory Administration; Autopilot/Intune (nice to have)
- 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 iPhone, Windows Mobile, Android; Install and troubleshoot broadband wireless devices and software
