Desktop Support Tech - Onsite Charlotte NC

Blue Mantis

Charlotte, North Carolina

Apply

JOB DETAILS

SALARY

$31.25–$33.66 Per Hour

SKILLS

Analysis Skills, Android, Apple iPhone, Broadband, Call Centers, Cisco Network Systems, Communication Skills, Continuous Improvement, Customer Escalations, Customer Relations, Customer Support/Service, Desktop Administration, Desktop PC, Documentation, Hardware Administration, Help Desk, Identify Issues, Information Technology & Information Systems, Knowledge Base, Laptop PC, Local Area Network (LAN), Mac Operating System, Mantis Bug Tracking Software, Microsoft Active Directory, Microsoft Excel, Microsoft Exchange Server, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Visio, Microsoft Windows Azure, Microsoft Windows Mobile, Microsoft Windows Operating System, Microsoft Word, Multitasking, On Site Support, Peripheral Hardware, Presentation/Verbal Skills, Printers, Problem Solving Skills, Service Level Agreement (SLA), ServiceNow, SonicWALL, Systems Administration/Management, Technical Support, Telephone Skills, Thin Clients, Time Management, Training/Teaching, USB, VPN (Virtual Private Network), Wide Area Network (WAN), Wireless Communications, Wireless Software, Writing Skills

LOCATION

Charlotte, North Carolina

POSTED

18 days ago

Description

Onsite Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.

Key Responsibilities

Onsite Desktop Support Technicians typically work on-location within a Blue Mantis client’s facilities. The technician will receive ticket escalations, direct end-user escalations, as well as participate, as instructed, as part of the Help Desk call queue.

Essential Job Functions:

Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 30%.
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 – 50% or as pre-determined by client’s needs
Onsite 5 days a week.

Typical/Critical Responsibilities:

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 escalate 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.

Skills, Knowledge and Expertise

Job Requirements:

3-5 years of Help Desk support 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

Proficient in at least three of the following:

Windows Operating system 10/11
MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
Email support – Exchange/M365 Administration
Azure/EntraID Active Directory Administration
Autopilot/Intune experience is a nice to have, but not a requirement

Basic network support:

Understanding of a domain/corporate IT environment including PC/Laptop setup.
Basic knowledge of network technologies (LAN, WAN, wireless)
VPN clients (Cisco, SonicWall, Fortinet, etc.)

Computer hardware support:

Troubleshoot issues with laptops, desktops, and thin clients
USB device support and other peripherals

Printer support:

Setup/install local, wireless, and network printers
Troubleshoot hardware printer issues

Mobile device support:

Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
Install and troubleshoot broadband wireless devices and software

Benefits

Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time we have no interest in onboarding any new staffing partners.

We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Desktop Support Tech - Onsite Charlotte NC

Blue Mantis

Charlotte, North Carolina

Description

Key Responsibilities

Skills, Knowledge and Expertise

Benefits

About the Company

Blue Mantis

Similar Job Searches