Help Desk Engineer - Onsite Austin TX

Position: Help Desk Engineer -  Onsite Austin TX

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This role requires the applicant to be on site three days a week, with the possibility of increasing to five days a week. The Onsite Desktop Support Technician provides support to customers’ end users both in person, over the phone, and through Service Now Ticketing. The Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.

Department: Blue Mantis

Location: Onsite

Compensation: $28.35 - $33.66 / hour

Key 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 knowledge‑base articles – 20%
• Review and update Help Desk documentation as assigned
• Review and create KB articles
• Other functions as directed by management – 30% or as pre‑determined by client needs
• Travel to remote sites within 45 minutes of the home office one day a week
• 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 escalated as needed
• Work on tickets escalated by the level 1 engineers
• Create ticket and return calls to customer by the set SLA
• Communicate quickly and effectively with customers within our SLA. Work with vendors to resolve issues when required
• Configure / image desktops or laptops
• Continuously update and improve documentation of the customer environment
• Continuously improve technical skill sets 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
• Work on client‑assigned projects
• Research and contribute technical information to the knowledgebase

Skills, Knowledge & Expertise

• 3‑5 years of Help Desk support experience
• 2‑5 years of Microsoft Entra  Azure AD experience
• 1‑3 years of prior customer service experience
• Experience providing technical assistance over the phone and in customer‑facing interactions
• Able to multi‑task across multiple open tickets simultaneously
• Experienced 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 technologies; 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/O365 administration
• Azure/Entra e Directory administration
• Autopilot/Intune experience is a nice to have, but not a requirement

Basic Network Support

• Understanding of domain/corporate IT environment PC/Laptop setup
• Basic knowledge of network technologies (LAN, WAN, wireless)
• VPN clients (Cisco, Sonic Wall, 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 issues with iPhone, Windows Mobile, Android, etc. Install and troubleshoot broadband wireless devices and software.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

IT Services and IT Consulting

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.

Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to…