Desktop Support Engineer L1 - Remote US Only

Blue Mantis; Northern (KY); Hybrid; USD 29,000 - 34,000; Full time

Job summary

Blue Mantis is seeking a Desktop Support Engineer L1 to join our remote US team. The role provides first-line support to contracted clients, handling troubleshooting by phone and remote sessions, and guiding end users from contact to resolution. Candidates should have 3–5 years in service desk, MSP experience, and proficiency with Windows, O365, Azure, VPN, and ITSM tools like ServiceNow or Zendesk. The position offers full-time benefits and a competitive hourly rate.

Qualifications

• 3–5 years of Service Desk experience.
• Experience with MSP Service Desk is a plus.
• Experience providing technical assistance over the phone.
• Able to multi-task on multiple tickets.
• Experience in fast-paced environments with multiple priorities.

Responsibilities

• Provide first-line technical support to MSP clients via phone and remote access.
• Record incidents and troubleshoot to resolution.
• Work in a fast-paced, multi-ticket environment.
• Make independent decisions on issue resolution.
• Communicate clearly with customers and document actions.

Skills

Remote support

Phone support

Ticketing systems

Windows OS (Win7/10/11)

MS Office (Office 2000-2023)

O365/Azure admin

MFA/2FA

Network basics

Printer support

Security basics

Mac iOS troubleshooting

Tools

ServiceNow

JIRA

Zendesk

NetSuite

Salesforce

Intune admin portal

Job description

Desktop Support Engineer L1 - Remote US Only

Department: Blue Mantis

Employment Type: Full Time

Location: Onsite

Compensation: $21.00 - $25.00 / hour

Description

The L1 EUX Engineer provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.

The EUX Engineer is the front line in the Service Desk and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution.

Key Responsibilities

• 3-5 years of Service Desk Experience
• MSP Service Desk experience is a plus, but not a requirement Experience with providing technical assistance over the phone.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.

Skills, Knowledge & Expertise

Proficient in the following areas:

• Windows Operating system - Windows 7, 10, and 11
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2023
• Email support – O365, Exchange & POP
• O365 and Azure Admin portal
• Familiarity with Intune admin portal and troubleshooting
• MFA/2FA Applications (Duo, Azure, Okta, etc.)
• Spam Filtration Applications (Mimecast, Microsoft Spam, ProofPoint etc.)
• Familiarity with ITSM (Ticketing System) Applications (ServiceNow, JIRA, Zendesk, etc.), ServiceNow preferred, but not required
• Familiarity with troubleshooting NetSuite and Salesforce issues
• Moderate to Strong Mac iOS troubleshooting capabilities\

Basic network support:

• 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.)

Computer hardware support:

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

Security support:

• Basic knowledge of security principals and best practices
• Virus and malware identification and remediation.
• Antivirus and Next Gen Antivirus tools (Sophos, Vipre, CrowdStrike, etc.)

Printer support:

• Setup/install local, wireless, and network printers
• Troubleshoot hardware printer issues
• Mobile device support:
• Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc.
• Install and troubleshoot broadband wireless devices and software

Hourly Rate Range: $21.00 to $25.00 Per Hour

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.