Desktop Support Engineer

Blue Mantis

. Provide first-level technological problem determination, problem/incident recording, and resolution for Managed Services clients .

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in technical problem resolution and customer service within Managed Services environments, with a strong focus on effective communication and multitasking across various support tickets. Familiarity with ITSM tools and a solid understanding of IT infrastructure are essential.

Highest-signal resume keywords

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

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical Problem ResolutionTroubleshootingMultitaskingVirus And Malware RemediationPrinter Setup And TroubleshootingBasic LAN/WAN KnowledgeConfiguration Of Desktops And LaptopsEmail Support Using O365Knowledgebase Article CreationUnderstanding Of Security Principles

Soft Skills

Excellent Verbal And Written CommunicationMotivation To Learn New SkillsAbility To Work IndependentlyCustomer Service OrientationEffective Time Management

Tools & Technologies

Microsoft Office ApplicationsO365 Admin PortalAzure Admin PortalServiceNowJIRAZendeskVPN ClientsSpam Filtration ApplicationsAntivirus ToolsMFA/2FA Applications

Industry Keywords

Managed ServicesHelp DeskITSMTechnical SupportCustomer IssuesSLA ComplianceFast-Paced EnvironmentCall CenterDesktop SupportIT Environments

Tech Stack

Tools & technologies

AndroidAzureITSMServiceNow

About the role

Key responsibilities & impact

Provide first-level technological problem determination, problem/incident recording, and resolution for Managed Services clients
Resolve service desk problems reported by phone or web tickets
Provide first-level contact and problem resolution for customer issues
Communicate ticket status and resolution within established SLAs
Update and maintain Help Desk documentation and knowledgebase articles
Review and create knowledgebase articles
Answer call-center phone calls within SLA; resolve or escalate issues as needed
Acknowledge and work incoming Help Desk web tickets within SLA; resolve or escalate as needed
Communicate quickly and effectively with customers
Work with vendors to resolve issues when required
Configure and image desktops or laptops as needed
Update and improve documentation of customer environments
Continuously improve technical and customer-service skills
Maintain regular, predictable, and punctual attendance
May occasionally work holidays or weekends

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 simultaneously
Experience working in a fast-paced environment with multiple priorities and projects
Ability to investigate, analyze, and troubleshoot customer issues
Comfortable making 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: Outlook, Word, Excel, PowerPoint, Visio, and Project (2000-2016)
Experience with email support using O365, Exchange, and POP
Proficiency with O365 and Azure Admin portals
Familiarity with MFA/2FA applications such as Duo, Azure, and Okta
Familiarity 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
Familiarity with 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
Familiarity 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