EUX Help Desk Engineer I – Hybrid

Blue Mantis; Kittery (ME); Hybrid; USD 44,000 - 52,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Blue Mantis is seeking a hybrid Help Desk Associate to provide first-line technical support to managed services clients. The role involves troubleshooting by phone and remote sessions, documenting issues, and guiding users to resolution.

You will work in a fast-paced environment with multiple priorities and maintain crucial knowledgebase articles. The candidate should have 3–5 years of service desk experience, proficiency with Office 365, and familiarity with ITSM tools like ServiceNow, JIRA,

Qualifications

• 3-5 years of Service Desk experience.
• MSP Service Desk experience is a plus, but not required.
• Experience with providing technical assistance over the phone.
• Able to multi-task and manage multiple tickets simultaneously.

Responsibilities

• Resolve problems reported to the service desk by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Provide timely communication on ticket status and resolution.
• Update and maintain Help Desk documentation and knowledgebase articles.
• Review and create KB articles.
• Meet SLA targets for support requests.
• Work with vendors to resolve issues when required.

Skills

Service Desk

Phone support

Multi-tasking

Troubleshooting

Communication skills

Self-learning

MSP experience

Teamwork

Tools

ServiceNow

JIRA

Zendesk

O365

Azure Admin

Job description

Blue Mantis is seeking a hybrid Help Desk Associate to provide first-line technical support to managed services clients. The role involves troubleshooting by phone and remote sessions, documenting issues, and guiding users to resolution.

You will work in a fast-paced environment with multiple priorities and maintain crucial knowledgebase articles. The candidate should have 3–5 years of service desk experience, proficiency with Office 365, and familiarity with ITSM tools like ServiceNow, JIRA,