Desktop Support Tech - Onsite Charlotte NC

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

Department:
Blue Mantis.

Employment Type:

Full Time.

Location:

Onsite. Compensation: $31.25 - $33.66 per hour.

• Resolve problems reported via phone, web tickets, or direct escalations.
• 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.
• Review and create KB articles.
• Perform other functions as directed by management.
• Work onsite five days a week.
• Answer phone calls entered into the call center by the SLA and resolve or escalation as needed.
• Acknowledge and work on incoming Help Desk web tickets by the set SLA and resolve or escalation as needed.
• Work on tickets escalated by the level 1 engineers.
• Create tickets and return calls to customers by the set SLA.
• Communicate quickly and effectively with customers within our SLA.
• Work with vendors to resolve issues when required.
• Configure or image desktops or laptops.
• Continuously update and improve documentation of a customer environment.
• Continuously improve technical skills within assigned areas of expertise.
• Continuously improve soft skill sets required to deliver outstanding customer service.
• Perform "Walk-In" activities for employees needing technical assistance while onsite.

• 3-5 years of Help Desk support experience.
• Experience providing technical assistance over the phone and customer-facing interactions.
• Ability to multi-task by working on multiple open tickets simultaneously.
• Experience working in a fast-paced environment with multiple priorities and projects.
• Ability 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.
• Experience with Windows/MacOS imaging and configuration.

• Windows Operating System 10/11.
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project).
• Email support - Exchange/M365 Administration.
• Azure/Entra
  
  ID Active Directory Administration.
• Autopilot/Intune experience is a nice-to-have but not required.

• 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.

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

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

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.