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[Remote] IT Support Center Analyst - US Only 100% Remote

Remote, USA Full-time Posted 2025-11-24

Note: The job is a remote job and is open to candidates in USA. Blue Mantis is a company providing managed services, and they are seeking an IT Support Center Analyst. The role involves providing first-level technical support to clients, resolving issues reported via phone and web tickets, and ensuring excellent customer service in a fast-paced environment.


Responsibilities

  • Resolve problems reported to the service desk by phone or web tickets
  • Provide first-level contact and problem resolution for customer issues
  • Provide timely communication on ticket status and resolution
  • Answer phone calls received by the call center by the SLA
  • Resolve or escalate issue as needed
  • Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed
  • Quickly and effectively communicate with customers within the set SLA
  • Work with vendor to resolve issues when required
  • Continuously improve upon technical skills sets within assigned areas of expertise
  • Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment
  • Regular, predictable and punctual attendance
  • May occasionally need to work on holidays or weekends

Skills

  • Experience in the Customer Service industry
  • Experience with providing technical assistance over the phone
  • 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
  • Regular, predictable and punctual attendance
  • May occasionally need to work on holidays or weekends
  • A+ Certification
  • Enrolled in IT related class, certification training, or degree

Company Overview

  • 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. It was founded in 1992, and is headquartered in Kittery, Maine, USA, with a workforce of 201-500 employees. Its website is http://www.greenpages.com.

    • Company H1B Sponsorship

  • Blue Mantis has a track record of offering H1B sponsorships, with 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.

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