Desktop Support Engineer - Hybrid Londonderry NH

Desktop Support Engineer - Hybrid Londonderry Nh

• Department: Blue Mantis
• Employment Type: Full Time
• Location: Hybrid
• Compensation: $70,000 - $85,000 / year

Description

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.

Key Responsibilities

Onsite 2 days a week in Londonderry NH.

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.

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. 
Typical/Critical Responsibilities

• 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.

Non-Essential/Other Job Functions:

1. Work on client assigned projects related 
2. Continually maintain and improve customer environment documentation.
3. Research and contribute technical information to the knowledgebase.

Skills, Knowledge & Expertise

• 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.

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/M365 Administration.
• Azure/EntraID Active Directory Administration.
• Autopilot/Intune experience is a nice to have.

Basic network support:

• Understanding of a domain/corporate IT environment including PC/Laptop setup.
• Basic knowledge network technologies (LAN/WAN wireless)
• VPN clients (Cisco, SonicWall, Fortinet, etc.)

Computer hardware support:  

• Troubleshoot issues with laptops, desktops, & 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 & troubleshoot issue with iPhone/Windows Android. 
• Install and troubleshoot broadband wireless devices & software.