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Desktop Support Engineer

1 month ago

Boston, United States Blue Mantis Full time

The Hybrid 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.



The Hybrid 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.


Key Responsibilities

  • Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%
  • Provide first/second level contact and problem resolution for customer issues
  • Provide timely communication on issue status and resolution
  • Maintain ticket updates for all reported incidents.
  • Update and maintain Help Desk Documentation and knowledgebase articles – 20%
  • Review and update Help Desk documentation as assigned
  • Review and create KB articles
  • Other functions as directed by management – 30% or as pre-determined by client’s needs.
  • 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


Skills, Knowledge & Expertise

  • 3-5 years of Help Desk support 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


Blue Mantis does not accept unsolicited agency resumes and ask that you do not forward resumes to Blue Mantis employees, any physical Blue Mantis location, or any Blue Mantis email address. We take no responsibility for any fees related to unsolicited resumes. This also applies for reaching out directly to Blue Mantis Employees & Blue Mantis Managers or Blue Mantis executives.