Blue Mantis
Help Desk Support Engineer - Onsite Las Vegas Nevada
Blue Mantis, Las Vegas, Nevada, us, 89105
Help Desk Support Engineer - Onsite Las Vegas Nevada
Work on-site 3 days a week (potentially 5 days) supporting end users via phone, in-person, and ServiceNow ticketing. Responsibilities include problem determination, incident recording, and resolution for Blue Mantis clients.
Job 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. The role requires on‑site presence 3 days a week with the possibility of increasing to 5 days.
Key Responsibilities
Resolve problems reported 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 knowledgebase 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 up to 45 minutes from 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 Level 1 engineers
Create ticket and return calls to customer by the set SLA
Quickly and effectively communicate with customers within SLA; work with vendors to resolve issues when required
Configure / image desktops or laptops
Continuously update and improve documentation of the customer environment
Improve technical skills and soft skills required to deliver outstanding customer service
Perform “Walk‑In” activities for any employees that need technical assistance while on-site
Work on client‑assigned projects related to help desk support
Research and contribute technical information to the knowledgebase
Skills, Knowledge and Expertise
3–5 years of Help Desk support experience
2–5 years of Microsoft Entra ID or Azure AD experience
1–3 years of prior customer service 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
Investigate, analyze, and troubleshoot customer issues
Make decisions on issue resolution without supervision
Excellent verbal and written skills
Motivated to learn new skills and technologies; focus on continual knowledge 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 / EntraID Active Directory Administration
Autopilot / Intune experience – nice to have, not required
Basic Network Support
Understanding of domain/corporate IT environment PC / Laptop setup
Basic knowledge of network technologies (LAN, WAN, wireless)
VPN clients (Cisco, SonicWall, 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.
#J-18808-Ljbffr
Work on-site 3 days a week (potentially 5 days) supporting end users via phone, in-person, and ServiceNow ticketing. Responsibilities include problem determination, incident recording, and resolution for Blue Mantis clients.
Job 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. The role requires on‑site presence 3 days a week with the possibility of increasing to 5 days.
Key Responsibilities
Resolve problems reported 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 knowledgebase 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 up to 45 minutes from 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 Level 1 engineers
Create ticket and return calls to customer by the set SLA
Quickly and effectively communicate with customers within SLA; work with vendors to resolve issues when required
Configure / image desktops or laptops
Continuously update and improve documentation of the customer environment
Improve technical skills and soft skills required to deliver outstanding customer service
Perform “Walk‑In” activities for any employees that need technical assistance while on-site
Work on client‑assigned projects related to help desk support
Research and contribute technical information to the knowledgebase
Skills, Knowledge and Expertise
3–5 years of Help Desk support experience
2–5 years of Microsoft Entra ID or Azure AD experience
1–3 years of prior customer service 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
Investigate, analyze, and troubleshoot customer issues
Make decisions on issue resolution without supervision
Excellent verbal and written skills
Motivated to learn new skills and technologies; focus on continual knowledge 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 / EntraID Active Directory Administration
Autopilot / Intune experience – nice to have, not required
Basic Network Support
Understanding of domain/corporate IT environment PC / Laptop setup
Basic knowledge of network technologies (LAN, WAN, wireless)
VPN clients (Cisco, SonicWall, 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.
#J-18808-Ljbffr