Hybrid Desktop Support Engineer | MSP Service Desk

Blue Mantis; Boston (MA); Hybrid; USD 29,000 - 34,000; Full time

Job summary

Blue Mantis is seeking a Desktop Support Engineer for our Charlestown office with a hybrid work model. You will provide first-line support to Managed Services clients, handling incidents, documenting resolutions, and producing knowledge base content. On-site presence 2 days a week is required.

The role requires 3–5 years of service desk experience, strong communication, and the ability to manage multiple tickets in a fast-paced environment. Knowledge of ITSM tools and cloud portals is a plus.

Qualifications

• 3-5 years of Service Desk experience.
• MSP Service Desk experience is a plus.
• Experience providing technical assistance over the phone.
• Able to multi-task by working on multiple open tickets simultaneously.
• Fast-paced environment with multiple priorities and projects.
• Able to investigate, analyze and troubleshoot customer issues.
• Demonstrates ability to make decisions on issue resolution without supervision.
• Excellent verbal and written communication skills.
• Motivated to learn new skills and technology practices.

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.
• Respond to calls and tickets within SLA; escalate when needed.
• Communicate with customers within the SLA and coordinate with vendors when required.

Skills

Service desk experience

Communication skills

Multitasking

Adaptability to fast-paced environment

Problem solving

Customer service mindset

Tools

ServiceNow

JIRA

Zendesk

O365 Admin Portal

Azure Admin Portal

Job description

Blue Mantis is seeking a Desktop Support Engineer for our Charlestown office with a hybrid work model. You will provide first-line support to Managed Services clients, handling incidents, documenting resolutions, and producing knowledge base content. On-site presence 2 days a week is required.

The role requires 3–5 years of service desk experience, strong communication, and the ability to manage multiple tickets in a fast-paced environment. Knowledge of ITSM tools and cloud portals is a plus.