Desktop Support Tech - Onsite Charlotte NC

Department: Blue Mantis

Employment Type: Full Time

Location: Onsite

Compensation: $31.25 - $33.66 / hour

Description

Key Responsibilities

• 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 
• Onsite 5 days 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.

Skills, Knowledge and 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

• 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, but not a requirement

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

• Troubleshoot issues with laptops, desktops, and thin clients
•  USB device support and other peripherals

• Setup/install local, wireless, and network printers
• Troubleshoot hardware printer issues

• Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc. 
• Install and troubleshoot broadband wireless devices and software

Benefits