This requisition has been created to support ongoing and future hiring initiatives within Blue Mantis. While all applications will be reviewed, this posting may not align with an immediate opening. Candidates who meet our qualifications will be considered for future opportunities as they become available.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.Key ResponsibilitiesResolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%Provide first/second level contact and problem resolution for customer issuesProvide timely communication on issue status and resolutionMaintain ticket updates for all reported incidents.Update and maintain Help Desk Documentation and knowledgebase articles – 20%Review and update Help Desk documentation as assignedReview and create KB articlesOther 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 neededAcknowledge 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 engineersCreate 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 requiredConfigure/image desktops or laptopsContinually update and improve our documentation of a customer environment.Continuously improve upon technical skills sets within assigned areas of expertiseContinuously improve upon soft skill sets required to deliver outstanding customer servicePerform “Walk-In” activities for any employees that need technical assistance while onsiteWork on client assigned projects related Continually maintain and improve customer environment documentationResearch and contribute technical information to the knowledgebaseSkills, Knowledge & Expertise2-5 years of Help Desk support experience 1-3 years of prior Customer Service experienceExperience 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 configurationProficient in at least three of the followingWindows Operating system 10/11MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) Email support – Exchange/O365 AdministrationAzure/EntraID Active Directory AdministrationAutopilot/Intune experience is a nice to have, but not a requirementBasic network supportUnderstanding of domain/corporate IT environment PC/Laptop setupBasic knowledge of network technologies (LAN, WAN, wireless)VPN clients (Cisco, SonicWall, Fortinet, etc.)Computer hardware supportTroubleshoot issues with laptops, desktops, and thin clientsUSB device support and other peripheralsPrinter supportSetup/install local, wireless, and network printersTroubleshoot hardware printer issuesMobile device supportSetup and troubleshoot issue with iPhone, Windows Mobile, Android, etc. Install and troubleshoot broadband wireless devices and softwareBlue Mantis does not accept unsolicited agency resumes and ask that you do not forward resumes to Blue Mantis employees, any physical Blue Mantis location, or any Blue Mantis email address. We take no responsibility for any fees related to unsolicited resumes. This also applies for reaching out directly to Blue Mantis Employees & Blue Mantis Managers or Blue Mantis executives.About Blue MantisBlue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm Recognize.
