IT Support Technician

2 weeks ago

Denver, Colorado, United States Blue Mantis Full time

The remote Technical Support Specialist is tasked with assisting customers' End Users through various channels, including in-person interactions, phone support, and the ServiceNow Ticketing system. This role involves diagnosing issues, documenting incidents, and resolving problems for clients of Blue Mantis. The specialist will handle escalated tickets, respond to direct user inquiries, and participate in the Help Desk call queue as needed.

Key Responsibilities

  • Address and resolve issues reported to Blue Mantis via phone, web tickets, or direct escalations – 50%
  • Serve as the first and second point of contact for customer inquiries and problem resolution
  • Travel onsite only when necessary to resolve issues that cannot be handled remotely
  • Communicate promptly regarding the status and resolution of issues
  • Maintain updates on all reported incidents in the ticketing system
  • Update and enhance Help Desk documentation and knowledgebase articles – 20%
  • Review and modify Help Desk documentation as assigned
  • Create and review knowledgebase articles
  • Perform additional tasks as directed by management – 30% or as determined by client needs
  • Occasional travel to remote sites within a reasonable distance from the home office may be required
  • Respond to phone calls received in the call center according to the established service level agreements (SLA)
  • Acknowledge and address incoming Help Desk web tickets in accordance with the SLA
  • Assist with tickets escalated by Level 1 engineers
  • Create tickets and return calls to customers within the set SLA
  • Effectively communicate with customers while adhering to SLA guidelines
  • Collaborate with vendors to resolve issues when necessary
  • Configure and image desktops or laptops as needed
  • Continuously update and improve documentation of customer environments
  • Enhance technical skills within assigned areas of expertise
  • Develop soft skills necessary for delivering exceptional customer service
  • Assist employees requiring technical support during onsite visits
  • Engage in client-assigned projects as required
  • Maintain and improve documentation of customer environments
  • Research and contribute technical insights to the knowledgebase

Skills, Knowledge & Expertise

  • 3-5 years of experience in Help Desk support
  • 1-3 years of experience in Customer Service
  • Proficient in providing technical assistance through phone and face-to-face interactions
  • Able to manage multiple open tickets simultaneously
  • Experience in a fast-paced environment with competing priorities and projects
  • Capable of investigating, analyzing, and troubleshooting customer issues
  • Comfortable making independent decisions regarding issue resolution
  • Exhibits strong verbal and written communication skills
  • Motivated to learn new skills and technology practices, focusing on continuous improvement
  • Experience with Windows 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
  • Experience with Autopilot/Intune is a plus, but not mandatory

Basic Network Support

  • Understanding of corporate IT environments for PC/Laptop setup
  • Basic knowledge of network technologies (LAN, WAN, wireless)
  • Familiarity with VPN clients (Cisco, SonicWall, Fortinet, etc.)

Computer Hardware Support

  • Troubleshoot issues related to laptops, desktops, and thin clients
  • Support for USB devices and other peripherals

Printer Support

  • Setup and installation of local, wireless, and network printers
  • Troubleshoot hardware-related printer issues

Mobile Device Support

Setup and troubleshoot issues with mobile devices such as iPhone, Windows Mobile, Android, etc.

Install and troubleshoot broadband wireless devices and software

Note: Blue Mantis does not accept unsolicited agency resumes and requests that resumes not be forwarded to Blue Mantis employees, locations, or email addresses. We are not responsible for any fees related to unsolicited resumes.

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