Blue Mantis

Provides managed IT, cybersecurity, cloud services

Desktop Support Engineer

IT Service Desk & End User SupportUpdated on Nov 13

Full-timeCharlestown, Boston, MA, USA$21 - $25 /hr

About the Job

Requirements

Three to five years of service desk experience.
Experience providing technical assistance over the phone.
Ability to manage multiple open tickets simultaneously and work in a fast-paced environment with multiple priorities and projects.
Ability to investigate, analyze, and troubleshoot customer issues, and make issue-resolution decisions without supervision.
Strong verbal and written skills.
Proficiency with Windows 7, 10, and 11; Microsoft Office applications including Outlook, Word, Excel, PowerPoint, Visio, and Project; email support for O365, Exchange, and POP; and O365 and Azure administration portals.
Proficiency with multi-factor and two-factor authentication applications, spam filtration applications, and IT service management ticketing applications.
Understanding of domain and corporate IT environments, including PC and laptop setup, and basic knowledge of LAN, WAN, and wireless network technologies.
Knowledge of VPN clients, computer hardware troubleshooting for laptops, desktops, and thin clients, and USB devices and peripherals.
Basic knowledge of security principles and best practices, including virus and malware identification and remediation, and use of antivirus and next-generation antivirus tools.
Ability to set up and troubleshoot local, wireless, and network printers and printer hardware issues.
Ability to set up and troubleshoot iPhone, Windows Mobile, and Android devices, and install and troubleshoot broadband wireless devices and software.
Regular, predictable, and punctual attendance; occasional holiday or weekend work may be required.

Responsibilities

Resolve service desk problems reported by phone or web tickets and provide first-level contact and resolution for customer issues.
Communicate ticket status and resolutions to customers in a timely manner.
Update and maintain help desk documentation and knowledgebase articles; review and create knowledgebase articles as assigned.
Answer call center phone calls within the service-level agreement, resolving or escalating issues as needed.
Acknowledge and work incoming help desk web tickets within the service-level agreement, resolving or escalating issues as needed.
Communicate effectively with customers within the set service-level agreement.
Work with vendors to resolve issues when required.
Configure and image desktops or laptops as needed.
Continually update and improve documentation of customer environments.
Continuously improve technical skills within assigned areas of expertise and soft skills required for customer service.
Perform other functions as directed by management.
Work onsite at the Charlestown, Massachusetts office two days every other week.

Desired Qualifications

Managed service provider service desk experience is a plus but is not required.

The EUX - Associate Engineer provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.

The role will require individuals to be onsite in our Charlestown MA office to be onsite 2 days a week every other week.

Resolve problems reported to the service desk by phone or web tickets Provide first-level contact and problem resolution for customer issues.
Provide timely communication on ticket status and resolution.
Update and maintain Help Desk Documentation and knowledgebase articles
Review and update Help Desk documentation as assigned.
Review and create KB articles.
Other functions as directed by management
Answer phone calls received by the call center by the SLA. Resolve or escalate issue as needed.
Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
Quickly and effectively communicate with customers within the set SLA.
Work with vendor to resolve issues when required.
Configure/image desktops or laptops as needed.
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 in a fast-paced environment.
Regular, predictable and punctual attendance.
May occasionally need to work on holidays or weekends.

3-5 years of Service Desk Experience
MSP Service Desk experience is a plus, but not a requirement
Experience with providing technical assistance over the phone.
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.

Proficient in the following areas:

Windows Operating system - Windows 7, 10, and 11
MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2016
Email support – O365, Exchange & POP
O365 and Azure Admin portal
MFA/2FA Applications (Duo, Azure, Okta, etc.)
Spam Filtration Applications (Mimecast, Microsoft Spam, etc.)
Familiarity with ITSM (Ticketing System) Applications (ServiceNow, JIRA, Zendesk, etc.)

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

Security support:

Basic knowledge of security principals and best practices
Virus and malware identification and remediation.
Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.)

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.

Hourly Rate Range: $21.00 to $25.00
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.

About the Company

Blue Mantis

Provides managed IT, cybersecurity, cloud services

Blue Mantis delivers security-first IT solutions and services, helping mid-market and enterprise clients modernize their technology. It offers managed services, cybersecurity, and cloud offerings, combined with strategic guidance to help organizations adapt and grow through automation and innovation. The company achieves results by providing end-to-end digital technology services tailored to each client and aligning technology initiatives with business goals. What sets Blue Mantis apart is its 30+ year track record, a security-centric mindset, breadth of capabilities across modernization, security, and cloud, and a broad partner network with more than 1,500 clients across many industries. The goal is to enable clients to move quickly, reduce risk, and drive business growth through ongoing modernization and trusted technology leadership.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Portsmouth, NH
Founded: 1992

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