Desktop Support Engineer - Charlestown MA Office Hybrid

Blue Mantis•,

13d•$21 - $25•Hybrid

About The Position

The EUX - Associate Engineer provides support to all Managed Services contracted clients. The role is responsible for first-level technological problem determination, recording problems and incidents, and resolving customer-reported issues. The position requires onsite work at the Charlestown, Massachusetts office two days a week every other week, with a hybrid work arrangement.

Requirements

3–5 years of service desk experience.
Experience providing technical assistance over the phone.
Ability to multitask across multiple open tickets.
Experience working in a fast-paced environment with multiple priorities and projects.
Ability to investigate, analyze, and troubleshoot customer issues.
Comfort making issue-resolution decisions without supervision.
Excellent verbal and written communication skills.
Motivation to learn new skills and technology practices and continually improve knowledge.
Proficiency with Windows 7, 10, and 11 operating systems.
Proficiency with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, Visio, and Project (versions 2000–2016).
Experience supporting O365, Exchange, and POP email.
Experience with O365 and Azure Admin portals.
Familiarity with MFA/2FA applications such as Duo, Azure, and Okta.
Familiarity with spam filtration applications such as Mimecast and Microsoft Spam.
Familiarity with ITSM ticketing applications such as ServiceNow, JIRA, and Zendesk.
Basic network support knowledge, including corporate/domain IT environments, PC and laptop setup, LAN, WAN, wireless networking, and VPN clients.
Ability to troubleshoot laptops, desktops, thin clients, USB devices, and other peripherals.
Basic knowledge of security principles and best practices, including virus and malware identification and remediation.
Familiarity with antivirus and next-generation antivirus tools such as Sophos, Vipre, and CrowdStrike.
Ability to set up and install local, wireless, and network printers and troubleshoot printer hardware issues.
Ability to set up and troubleshoot iPhone, Windows Mobile, and Android devices.
Ability to install and troubleshoot broadband wireless devices and software.

Nice To Haves

MSP service desk experience.

Responsibilities

Resolve problems reported to the service desk by phone or web tickets and provide first-level contact and resolution for customer issues.
Communicate ticket status and resolutions to customers promptly and within established service-level agreements (SLAs).
Maintain and update help desk documentation and knowledge base articles; review existing documentation and create new articles as assigned.
Answer call-center phone calls within the SLA and resolve or escalate issues as needed.
Acknowledge and work incoming help desk web tickets within the SLA, resolving or escalating them as needed.
Work with vendors to resolve issues when required.
Configure or image desktop and laptop computers as needed.
Continually update and improve documentation of customer environments.
Continuously improve technical skills in assigned areas and soft skills needed to provide customer service in a fast-paced environment.
Maintain regular, predictable, and punctual attendance.
May occasionally work on holidays or weekends.