Desktop Support Engineer - Hybrid Londonderry NH

Job Description

Job Description

Description

Onsite Desktop Support Technician provides support to customers’ 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 2 days a week in Londonderry NH .

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.

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%

Other functions as directed by management – 50% or as pre-determined by client’s needs.

Typical / Critical Responsibilities

Non-Essential / Other Job Functions :

Skills, Knowledge & Expertise

Proficient in at least three of the following

Basic network support :

Computer hardware support :

Printer support

Mobile device support