Desktop Support Engineer - Remote Denver CO

August 4

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Blue Mantis

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Blue Mantis is a security-first, IT solutions and services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud$1. .$1

Cloud Services • Advanced Virtualization • IT Transformation Services • End User Computing • Managed IT Services

201 - 500

Description

• The remote Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. • The Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis. • If needed, it will require this individual to go onsite to resolve any issues that cannot be resolved remotely. • The remote Desktop Support Technicians typically work on-location within a Blue Mantis client’s facilities. • The technician will receive ticket escalations, direct end-user escalations, as well as participate, as instructed, as part of the Help Desk call queue.

Requirements

• Resolve problems reported to Blue Mantis 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 • Other functions as directed by management • Travel to remote sites with 45 minutes of the home office will be required as needed. • 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 escalate as needed. • Work on tickets escalated by the level 1 engineers • Create ticket and return calls to customer by the set SLA. • Quickly and effectively communicate with customers within our SLA • Work with vendor to resolve issues when required • Configure/image desktops or laptops • 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 • Perform “Walk-In” activities for any employees that need technical assistance while onsite • Work on client assigned projects related • Continually maintain and improve customer environment documentation • Research and contribute technical information to the knowledgebase