EUX Help Desk Engineer (L1) - Hybrid

Blue Mantis; Massachusetts, United States, Northern America, Americas; Hybrid; USD 29,000 - 34,000; Full time

Job summary

Blue Mantis seeks an EUX - Associate L1 Engineer to provide first-line technical support for managed services clients. Hybrid work in Charlestown MA, full-time role, with a hourly wage of $21–$25.

You will handle tickets from initial contact through troubleshooting, while updating documentation and collaborating with vendors to resolve issues. Required 3–5 years of service desk experience, strong communication, and the ability to work in a fast-paced environment.

Qualifications

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

Responsibilities

• 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.
• Answer phone calls within the SLA and resolve or escalate as needed.
• Work with vendors to resolve issues.
• Configure/image desktops or laptops as needed.

Skills

Service Desk Experience

Phone support

Multi-tasking

Problem diagnosis

Communication skills

Tools

ServiceNow

JIRA

Zendesk

Office 365/Azure

Job description

Blue Mantis seeks an EUX - Associate L1 Engineer to provide first-line technical support for managed services clients. Hybrid work in Charlestown MA, full-time role, with a hourly wage of $21–$25.

You will handle tickets from initial contact through troubleshooting, while updating documentation and collaborating with vendors to resolve issues. Required 3–5 years of service desk experience, strong communication, and the ability to work in a fast-paced environment.