Desktop Support Engineer L1

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

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

Skills, Knowledge & Expertise

• 2-5 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
• 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