Blue Mantis

Help Desk Support Engineer

Blue Mantis

full-time

Posted on:

Location Type: Hybrid

Location: King of Prussia • Pennsylvania • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AndroidAzureMacOSServiceNow

About the role

  • Onsite Desktop Support Technician provides support to customer’s End Users in person, over the phone, and through ServiceNow Ticketing system.
  • Responsible for problem determination, incident recording, and problem resolution for Blue Mantis clients.
  • Receive ticket escalations, handle direct end-user escalations, and participate in the Help Desk call queue.
  • Resolve problems reported via phone, web tickets or direct escalations; maintain ticket updates and work within SLA.
  • Provide timely communication on issue status and resolution; answer call center phone calls per SLA.
  • Update and maintain Help Desk Documentation and knowledgebase articles; review and create KB articles.
  • Configure/image desktops or laptops and perform “Walk-In” activities for onsite employees.
  • Travel to remote sites within 45 minutes of the home office one day a week; onsite 3 days a week (may increase to 5).
  • Work on tickets escalated by level 1 engineers; collaborate with vendors when required.
  • Work on client assigned projects and continually maintain and improve customer environment documentation.
  • Research and contribute technical information to the knowledgebase; continuously improve technical and soft skills.

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 (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 issues with iPhone, Windows Mobile, Android; Install and troubleshoot broadband wireless devices and software

Applicant Tracking System Keywords

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

Hard skills
Help Desk supportMicrosoft Entra IDAzure ADWindows Operating System 10/11MS Office applicationsEmail supportAzure/EntraID Active Directory AdministrationAutopilotIntuneBasic network support
Soft skills
Customer ServiceMulti-taskingProblem-solvingDecision-makingVerbal communicationWritten communicationMotivated to learnTechnical assistanceCollaborationKnowledge-based improvement