Blue Mantis

Help Desk Support Engineer - Onsite Las Vegas Nevada

Blue Mantis

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

JuniorMid-Level

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.
  • Travel to remote sites with 45 minutes of the home office will 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
  • Perform “Walk-In” activities for any employees that need technical assistance while onsite
  • Work on client assigned projects related
  • Continually maintain and improve customer environment documentation
  • 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
  • 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