Desktop Support Engineer L1
Location
United States
Posted
4 days ago
Salary
$21 - $25 / hour
Seniority
Senior
Job Description
Desktop Support Engineer L1
Blue Mantis
• 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. • 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 with 45 minutes of the home office will be required one day a week. • 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. 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 • 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 • Continually maintain and improve customer environment documentation • Research and contribute technical information to the knowledgebase
Job Requirements
- 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.
- 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 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
Benefits
- Job Benefits
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