Desktop Support Engineer - Charlestown MA Office Hybrid

The EUX
- Associate Engineer provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.

Department: Blue Mantis

Location: Hybrid

Compensation: $21.00 - $25.00 / hour

The EUX
- Associate Engineer provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.

The role will require individuals to be onsite in our Charlestown MA office to be onsite 2 days a week every other week.

• 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 update Help Desk documentation as assigned.
• Review and create KB articles.
• Other functions as directed by management
• Answer phone calls received by the call center by the SLA. Resolve or accelerate issue as needed.
• Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or accelerate as needed.
• Quickly and effectively communicate with customers within the set SLA.
• Work with vendor to resolve issues when required.
• Configure/image desktops or laptops as needed.
• 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 in a fast-paced environment.
• Regular, predictable and punctual attendance.
• May occasionally need to work on holidays or weekends.

• 3-5 years of Service Desk Experience
• MSP Service Desk experience is a plus, but not a requirement
• Experience with providing technical assistance over the phone.
• 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 Operating system
  - Windows 7, 10, and 11
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) –
• Email support – O365, Exchange & POP
• O365 and Azure Admin portal
• MFA/2FA Applications (Duo, Azure, Okta, etc.)
• Spam Filtration Applications (Mimecast, Microsoft Spam, etc.)
• Familiarity with ITSM (Ticketing System) Applications (Service Now, JIRA, Zendesk, etc.)

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

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

• Basic knowledge of security principals and best practices
• Virus and malware identification and remediation.
• Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.)

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

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

Hourly Rate Range: $21.00 to…