Desktop Support Engineer

Blue Mantis

. Resolve problems reported to the service desk by phone or web tickets .

Posted 10/26/2026full-timeCharlestown • Massachusetts • United StatesMid-LevelSenior💰 $21 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in troubleshooting and resolving customer issues in a fast-paced service desk environment, with strong technical skills in Windows operating systems and Microsoft Office applications. Capable of effectively communicating with customers and maintaining documentation while managing multiple priorities.

Highest-signal resume keywords

Service Desk ExperienceTechnical Assistance Over The PhoneProficiency With Windows 7, 10, And 11Experience With ITSM Ticketing ApplicationsAbility To Troubleshoot Laptops And Desktops

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportWindows Operating SystemsMicrosoft Office ApplicationsO365 AdministrationVPN ConfigurationAntivirus ToolsPrinter Setup And TroubleshootingNetwork TechnologiesMalware Remediation

Soft Skills

Excellent Verbal And Written CommunicationMultitaskingProblem-SolvingMotivation To LearnCustomer Service

Tools & Technologies

ServiceNowJIRAZendeskDuoAzure Admin PortalMimecastMicrosoft SpamCisco VPNSonicWall VPNFortinet VPN

Industry Keywords

Help DeskMSP Service DeskITSMLANWANWireless NetworksThin ClientsUSB DevicesCorporate IT EnvironmentsCustomer Environments

Tech Stack

Tools & technologies

AndroidAzureITSMServiceNow

About the role

Key responsibilities & impact

Resolve problems reported to the service desk by phone or web tickets
Provide first-level contact and problem resolution for customer issues
Communicate ticket status and resolution in a timely manner
Update and maintain Help Desk documentation and knowledgebase articles
Review and create knowledgebase articles
Answer call-center phone calls within the SLA and resolve or escalate issues
Acknowledge and work on incoming Help Desk web tickets within the SLA
Communicate quickly and effectively with customers within the SLA
Work with vendors to resolve issues when required
Configure and image desktops or laptops as needed
Continuously update and improve documentation of customer environments
Continuously improve technical and customer-service skills
Perform other functions as directed by management

Requirements

What you’ll need

3-5 years of Service Desk Experience
MSP Service Desk experience is a plus, but not a requirement
Experience providing technical assistance over the phone
Ability to multitask across multiple open tickets
Experience working in a fast-paced environment with multiple priorities and projects
Ability to investigate, analyze, and troubleshoot customer issues
Ability to make issue-resolution decisions without supervision
Excellent verbal and written skills
Motivation to learn new skills and technology practices
Proficiency with Windows 7, 10, and 11
Proficiency with Microsoft Office applications including Outlook, Word, Excel, PowerPoint, Visio, and Project
Experience with O365, Exchange, POP, O365 Admin portal, and Azure Admin portal
Experience with MFA/2FA applications such as Duo, Azure, and Okta
Experience with spam filtration applications such as Mimecast and Microsoft Spam
Familiarity with ITSM ticketing applications such as ServiceNow, JIRA, and Zendesk
Understanding of domain/corporate IT environments, including PC/laptop setup
Basic knowledge of LAN, WAN, and wireless network technologies
Knowledge of VPN clients such as Cisco, SonicWall, and Fortinet
Ability to troubleshoot laptops, desktops, thin clients, USB devices, and peripherals
Basic knowledge of security principles and best practices
Ability to identify and remediate viruses and malware
Experience with antivirus and next-generation antivirus tools such as Sophos, Vipre, and CrowdStrike
Ability to set up and install local, wireless, and network printers
Ability to troubleshoot printer hardware issues
Ability to set up and troubleshoot iPhone, Windows Mobile, and Android devices
Ability to install and troubleshoot broadband wireless devices and software
Regular, predictable, and punctual attendance
May occasionally need to work on holidays or weekends