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[Hiring] Help Desk Support Engineer at Blue Mantis

Support
Remote, United States Of America
October 3, 2025
Full Time

Job Overview

  • Date Posted
    October 3, 2025
  • Location
    Remote, United States Of America
  • Expiration date
    --
  • Experience
    1 Year, 2 Years, 3 Years, 4 Years, 5 Years
  • Gender
    Both
  • hiringOrganization

    Blue Mantis

Job Description

Key Responsibilities

Skills, Knowledge and Expertise

About Blue Mantis

Blue Mantis is a leading strategic digital technology 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. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm, Abry Partners.

📋 Description

• This role will require applicants to be on site 3 days a week which could increase to 5 days a week onsite

• Provide support to customers’ End Users in person, over the phone, and through ServiceNow ticketing

• Responsible for problem determination, incident recording, and problem resolution for clients of Blue Mantis

• Work on-location within a Blue Mantis client’s facilities; receive ticket escalations and participate in Help Desk call queue

• Resolve problems reported via phone, web tickets or direct escalations; provide first/second level contact and problem resolution

• Provide timely communication on issue status and resolution and maintain ticket updates for all reported incidents

• Update and maintain Help Desk documentation and knowledgebase articles; review and create KB articles • Travel to remote sites within 45 minutes of the home office required one day a week

• Answer phone calls entered into the call center by the SLA and acknowledge/work on incoming Help Desk web tickets by the set SLA

• Configure/image desktops or laptops; perform walk-in activities; work on client-assigned projects; research and contribute technical information to the knowledgebase

🎯 Requirements

• 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 with providing technical assistance over the phone and customer facing interactions

• Able to multi-task by working on multiple open tickets simultaneously

• Experienced in working in a fast-paced environment with multiple priorities and projects

• Able 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

• Windows/MacOS imaging and configuration

• Proficient in at least three of the following: Windows 10/11; MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project); Email support – Exchange/O365 Administration; Azure/EntraID Active Directory Administration; Autopilot/Intune (nice to have)

• 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 laptops, desktops, thin clients; USB device and peripheral support

• Printer support: Setup/install local, wireless, and network printers; Troubleshoot hardware printer issues

• Mobile device support: Setup and troubleshoot iPhone, Windows Mobile, Android; Install and troubleshoot broadband wireless devices and software
Job Apply Type
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