Onsite Help Desk Engineer – Windows & Azure AD Support

Blue Mantis

Waltham (MA)

On-site

USD 75,000 - 85,000

Full time

7 days ago

Be an early applicant

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Blue Mantis is seeking an Onsite Desktop Support Technician to assist End Users in person, over the phone, and via ServiceNow. The role covers problem determination, incident recording, and resolution for clients at Blue Mantis, with on-site client facilities and weekly remote-site travel within 45 minutes of the home office.

The position requires 3–5 years of Help Desk experience, strong Windows/MacOS imaging skills, and proficiency in Azure AD and Intune/Autopilot.

Qualifications

3-5 years of Help Desk support experience.
2-5 years of Microsoft Entra ID or Azure AD experience.
1-3 years of prior Customer Service 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.

Responsibilities

Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%
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 – 30% or as pre-determined by client’s needs.
Travel to remote sites with 45 minutes of the home office will be required one day 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 elevate 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
Work on client assigned projects related
Continually maintain and improve customer environment documentation
Research and contribute technical information to the knowledgebase