Help Desk Support Engineer - Onsite Waltham/Burlington MA Area

Department: Blue Mantis | Location: Onsite

About the role

Onsite 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. Onsite 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.

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 within 45 minutes of the home office required one day a week.
• Answer phone calls entered into the call center by the SLA; resolve or escalate 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 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 documentation of a customer environment.
• Continuously improve upon technical skill 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.
• Continually maintain and improve customer environment documentation.
• Research and contribute technical information to the knowledgebase.

Skills, Knowledge and Expertise

• 3‑5 years of Help Desk support experience
• 2‑5 years of Microsoft Entra ID or Azure AD experience
• 1‑3 years of prior Customer Service experience
• Experience providing technical assistance over the phone and in 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 (nice to have, not required)
• 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 issues with iPhone, Windows Mobile, Android, etc.
  • Install and troubleshoot broadband wireless devices and software