Onsite IT Support Engineer | Fast-Paced Help Desk

Blue Mantis

Waltham (MA)

On-site

USD 55,000 - 75,000

Full time

4 days ago

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Job summary

Blue Mantis is seeking an Onsite Help Desk Support Engineer to assist end users in the Waltham/Burlington MA area. The role involves hands-on desktop support, ticketing via ServiceNow, and working within client facilities to resolve issues within defined SLAs.

The candidate will perform imaging/configuration of desktops and laptops, collaborate with vendors as needed, and contribute to knowledgebase improvements while maintaining excellent customer service in a fast-paced environment.

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.

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.
Review and update Help Desk documentation as assigned.