Desktop Support Engineer L1 - Hybrid Orlando Florida

Job location:

Orlando, FL (residents only). The role may require onsite presence 1–2 days per week.

Schedule:

Tuesday–Saturday, 12:00 PM–9:00 PM, including holidays.

Job description:

As an Onsite Desktop Support Technician you will provide support to customers’ end‑users both in person, over the phone, and via the Service Now ticketing system. Your responsibilities include problem determination, incident recording and resolution for clients of Blue Mantis. Technicians typically work on‑site within a Blue Mantis client’s facilities, handling ticket escalations, direct end‑user escalations, and participating in the Help Desk call queue as instructed.

Company overview:
Blue Mantis is a leading digital technology services provider with a 30+ year history of helping clients modernize through managed services, cybersecurity and cloud solutions. Headquartered in Portsmouth, New Hampshire, Blue Mantis partners with more than 1,200 mid‑market and enterprise organizations.

Employment details
:
Department – Blue Mantis;

Employment type

– Full Time;
Location – Hybrid;
Workplace type – Hybrid;
Compensation – $21.63 – $26.44 per hour.

• Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations (≈50% of time).
• Provide first/second level support and problem resolution for customer issues.
• Communicate timely status and resolution of issues.
• Maintain ticket updates for all reported incidents.
• Update and maintain Help Desk documentation and knowledge‑base articles (≈20% of time).
• Review and create KB articles as assigned.
• Perform other functions as directed by management (≈30% of time).
• Travel to remote sites within 45 minutes of home office, one day a week.
• Answer phone calls processed in the call center per SLA.
• Acknowledge and work on incoming Help Desk web tickets per SLA.
• Work on tickets escalated by Level 1 engineers.
• Create tickets and return calls to customers per SLA.
• Communicate effectively with customers within SLA; work with vendors to resolve issues.
• Configure and image desktops or laptops.
• Continuously improve documentation of the customer environment.
• Continuously improve technical skill sets within assigned areas.
• Continuously improve soft skill sets for outstanding customer service.
• Perform walk‑in activities for employees needing technical assistance while onsite.
• Work on client‑assigned related projects.
• Contribute technical information to the knowledge base.

• 2–5 years of Help Desk support experience.
• 1–3 years of prior Customer Service experience.
• Providing technical assistance over the phone and in customer‑facing interactions.
• Multi‑tasking across multiple open tickets simultaneously.
• Experience working in a fast‑paced environment with multiple priorities and projects.
• Investigating, analyzing, and troubleshooting customer issues.
• Making decisions on issue resolution without supervision.
• Excellent verbal and written communication skills.
• Motivated to learn new skills and technology practices, focusing on continual knowledge improvement.
• Windows/MacOS imaging and configuration.

• Windows 10/11 operating system.
• MS Office (Outlook, Word, Excel, PowerPoint, Visio, Project).
• Email support – Exchange/O365 administration.
• Azure/EntraID Active Directory administration.
• Autopilot/Intune experience (nice to have, not required).

• Understanding of domain/corporate IT environment 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.