Job Description

Job Description

Job Description

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.

Job Tags

Local area, 2 days per week,

Similar Jobs