Desktop Support Engineer
Blue Mantis
AndroidAzureMacOSServiceNowVoIP
Desktop Support Engineer
Blue Mantis
full-time
Posted on:
Location Type: Hybrid
Location: Londonderry • New Hampshire • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $85,000 per year
Job Level
Mid-LevelSenior
Tech Stack
AndroidAzureMacOSServiceNowVoIP
About the role
- Provide support to customers’ end users in person, over the phone, and via ServiceNow ticketing system
- Problem determination, incident recording, and problem resolution for Blue Mantis clients
- Onsite 2 days a week in Londonderry NH; work on-location within client facilities
- Receive and work ticket escalations and participate in Help Desk call queue
- Resolve problems reported via phone, web tickets or direct escalations; provide first/second level contact and problem resolution
- Provide timely communication on issue status and resolution and maintain ticket updates per SLA
- Update and maintain Help Desk documentation and knowledgebase articles; review and create KB articles
- Configure/image desktops and laptops; perform walk-in support for onsite employees
- Work on tickets escalated by level 1 engineers and collaborate with vendors to resolve issues
- Perform other functions as directed by management or client needs; work on client-assigned projects
- Continually improve technical and soft skills and maintain customer environment documentation
Requirements
- 3-5 years of Help Desk support 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
- VOIP phone system troubleshooting and vendor coordination
- New user onboarding and hardware setup (laptop/desktop, phone, company cell phone)
- Terminated employee offboarding and access removal
- Building access badging and access profile management
- Quantum and Component Control escalation support
- Manage spares inventory for hardware
- User support for keyboards, mouse, computers, docking stations, printers
- SharePoint and Microsoft tools support, including integrations and workflows
- Proficient in at least three: Windows 10/11; MS Office applications; Exchange/M365 Administration; Azure/EntraID Active Directory Administration; Autopilot/Intune (nice to have)
- Basic network support: domain/corporate IT environment, LAN/WAN/wireless, VPN clients (Cisco, SonicWall, Fortinet)
- Computer hardware support: troubleshoot laptops, desktops, thin clients, USB devices
- Printer support: setup/install local, wireless, and network printers; troubleshoot hardware printer issues
- Mobile device support: setup & troubleshoot iPhone/Android/Windows devices; broadband wireless devices & software
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Help Desk supportWindows imagingMacOS configurationVOIP troubleshootingNew user onboardingAccess removalQuantum escalation supportComponent Control supportBasic network supportComputer hardware troubleshooting
Soft skills
Problem determinationIncident recordingProblem resolutionMulti-taskingDecision makingVerbal communicationWritten communicationMotivated to learnCustomer serviceCollaboration