Desktop Support Engineer - Hybrid Londonderry NH

Blue Mantis-posted 3 months ago
$70,000 - $85,000/Yr
Full-time
1-10 employees
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Onsite Desktop Support Technician provides support to customers’ 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 2 days a week in Londonderry NH.
  • Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 30%
  • 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 – 50% or as pre-determined by client’s needs.
  • 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 to 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 requirements.
  • 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.
  • Research and contribute technical information to the knowledgebase.
  • 3-5 years of Help Desk support 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.
  • VOIP phone system issues and working with our vendor when programming issues or changes arise.
  • New User onboarding, setting up hardware (i.e. Laptop/desktop computer, phone, company cell phone etc.).
  • Terminated Employee offboarding, collecting company IT property and shutting off access.
  • Building access badging, programming keys and managing access profiles.
  • Quantum support to some level, also helping to escalate issues to the programmer Component Control.
  • Manage spares inventory for hardware.
  • User support for all hardware needs such as keyboards, mouse, computers, docking stations, printers etc.
  • SharePoint and other Microsoft tools support.
  • SharePoint application integrations and workflows to support SharePoint Intranet.
  • Autopilot/Intune experience.
  • Full Time employment
  • Compensation: $70,000 - $85,000 / year
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