Desktop Support Engineer L1

This is a fully remote position, open to applicants in United States.

📋 Description

• The Onsite Desktop Support Technician delivers assistance to the customer's End Users both face-to-face, via telephone, and through the ServiceNow Ticketing system.

• This role involves problem identification, incident documentation, and resolution for Blue Mantis clients.

• Address issues reported to Blue Mantis through phone, web tickets, or direct escalations – 50% of the role.

• Serve as the first/second point of contact for customer issue resolution.

• Ensure timely communication regarding the status and resolution of issues.

• Keep ticket updates for all reported incidents.

• Update and maintain Help Desk Documentation and knowledgebase articles – 20% of responsibilities.

• Review and revise Help Desk documentation as assigned.

• Draft and enhance KB articles.

• Perform additional tasks as directed by management – 30% or as defined by the client’s requirements.

• Travel to remote locations within 45 minutes of the home office will be necessary once a week.

• Respond to phone calls directed into the call center according to the Service Level Agreement (SLA). Resolve or escalate as necessary.

• Acknowledge and address incoming Help Desk web tickets per the established SLA. Resolve or escalate when needed.

• Handle tickets escalated by level 1 engineers.

• Create tickets and return calls to customers following the set SLA.

• Communicate quickly and effectively with customers within our SLA.

• Collaborate with vendors to resolve issues when necessary.

• Configure and image desktops or laptops.

• Continuously update and enhance documentation of the customer environment.

• Strive to improve technical skill sets within designated areas of expertise.

• Enhance soft skills necessary for delivering exceptional customer service.

• Conduct “Walk-In” support for employees needing technical assistance while onsite.

• Participate in client-assigned projects as required.

• Consistently maintain and improve customer environment documentation.

• Research and contribute technical insights to the knowledgebase.

⛳️ Requirements

• 2-5 years of experience in Help Desk support.

• 1-3 years of prior experience in Customer Service.

• Proven experience in providing technical assistance through phone and face-to-face interactions.

• Ability to manage multiple open tickets simultaneously.

• Experienced in a fast-paced environment with multiple priorities and projects.

• Capable of investigating, analyzing, and troubleshooting customer issues.

• Comfortable making independent decisions on issue resolution.

• Excellent verbal and written communication skills.

• Driven to learn new skills and technology practices, focusing on continuous knowledge enhancement.

• Proficient in Windows/MacOS imaging and configuration.

• Knowledgeable in at least three of the following: Windows Operating Systems 10/11, MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project), Email support – Exchange/O365 Administration, Azure/EntraID Active Directory Administration; experience with Autopilot/Intune is a plus but not mandatory.

• Basic knowledge of network support.

• Understanding of domain/corporate IT environment PC/Laptop setup.

• Familiarity with network technologies (LAN, WAN, wireless).

• Experience with VPN clients (Cisco, SonicWall, Fortinet, etc.).

• Competent in computer hardware support.

• Ability to troubleshoot issues with laptops, desktops, and thin clients.

• Proficiency in supporting USB devices and other peripherals.

• Printer support experience.

• Capable of setting up/installing local, wireless, and network printers.

• Ability to troubleshoot hardware printer issues.

• Mobile device support experience.

• Setup and troubleshoot issues with iPhone, Windows Mobile, Android devices, etc.

• Install and troubleshoot broadband wireless devices and related software.

🏝️ Benefits

• Job Benefits