End-User Experience Associate Engineer — Level 1, Hybrid

Job overview

The End-User Experience Associate Engineer — Level 1 role is hybrid, with onsite work at the Charlestown, MA office two days per week every other week. Pay is $21–$25 per hour. Blue Mantis provides managed services support to contracted clients. The engineer provides first-level technical support by identifying, recording, resolving, or escalating customer issues. The role also maintains help desk documentation, supports endpoint and account issues, and communicates ticket progress within service-level expectations.

What you'll do

• Resolve or escalate service desk issues reported by phone or web tickets
• communicate ticket status
• maintain and create help desk documentation and knowledgebase articles
• answer calls and acknowledge tickets within SLAs
• work with vendors as needed
• configure or image desktops and laptops
• document customer environments
• troubleshoot operating systems, applications, email, networks, hardware, security, printers, and mobile devices.

What we're looking for

Skills & competencies

end-user experience engineer

associate engineer level 1

charlestown ma office

hybrid

blue mantis

$21–$25/hr

service desk

help desk tickets

first-level support

windows

microsoft 365

azure

it support

occasional weekend work

Work arrangement

• Weekend coverage required

Why this role

Requires 3–5 years of service desk experience. The role may occasionally require work on holidays or weekends. Listed technologies include Windows 7, 10, and 11; Microsoft 365; Azure; MFA tools; ITSM platforms; and basic LAN, WAN, wireless, and VPN support.

About the employer

Blue Mantis is hiring for this role. Industry: Computer Facilities Management Services. Sector: 54.