Desktop Technician

Mainstay Technologies, Inc. • Lawrence, MA

3d • Hybrid

About The Position

The Desktop Technician works in a team to deploy new workstations, provide on-site support services for clients, troubleshoot basic issues, and always deliver top-quality service. We maintain a beautiful office in Manchester, NH; however, for this role, we are seeking a candidate who resides in or near the Lawrence, MA area, as we have onsite clients in that region.

Requirements

• One year of experience in troubleshooting or working with Windows computers
• Knowledge and understanding of basic network protocols
• Proven customer support experience
• Strong phone contact handling skills and active listening

Nice To Haves

• Experience supporting a network preferred
• Experience in Customer Service preferred
• Associates or certifications preferred
• Familiarity and interest in supporting networked computer environments based on PC and Microsoft technologies are desirable
• Microsoft, CompTIA, or other relevant IT certifications achieved or working toward (preferred)

Responsibilities

• Install new Windows computers with applications and data at client sites
• Install new Windows computers and client peripherals at client sites, following up with users to ensure set-up meets the user’s needs, and educate users on their technology
• Set up clients per documented specifications, testing new technologies for any errors in setup
• Transfer data and set up applications with as close to 100% accuracy as possible
• Assist in the management of PC Deployment Projects that vary in complexity
• Document and create detail-oriented notes to assist with future troubleshooting
• Quickly and efficiently resolve onsite client issues
• Handle issues and troubleshooting with support from the team, understanding how technology affects clients’ businesses, and help our clients get back to work
• Answer questions from clients about their technology, educating clients on the issues that are being repaired, and helping the user understand the resolution
• Wipe and reload PCs upon request
• Work with 3rd party vendors to repair hardware malfunctions
• Maintain accurate time entries and effective time management to ensure productivity in a fast-paced work environment.
• Make every effort to meet all scheduled appointments, demonstrating a high degree of reliability and punctuality.
• Immediately notify the Technical Services Coordinator/Management team in the event of any potential scheduling issues, conflicts, or unavoidable changes, ensuring minimal inconvenience to clients
• Communicate effectively and professionally with clients about any changes to their appointments, always prioritizing their satisfaction and understanding.
• Review timesheets to ensure Agreements are attached to all billable time entries and appropriate billable/nonbillable time is reflected
• Follow and adhere to agreement SLAs, managing time to ensure prompt responses
• Maintain, update, and validate client documentation.
• Maintain accurate documentation of infrastructure and Line of Business applications
• Review Client Configurations at each touchpoint throughout a service request
• Review the SharePoint folder with client information to verify accuracy
• Take ownership and reach out to the client and Client Technology Manager (CTM) when documentation is outdated
• Adhere to and assist in the continual improvement of client documentation, following Mainstay’s best practices and client policies & procedures
• Ensure proper documentation and configurations are attached when documenting service requests
• Ensure escalation notes when routing is necessary are contained
• Ensure summary lines are accurate and descriptive
• Ensure all client correspondence occurs within the ticketing system (not Outlook)
• Ensure correct statuses are used when managing tickets
• Regularly audit and update client notes to maintain accuracy

Benefits

• A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
• 3 weeks of PTO (4 weeks after 2 years) per year
• A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
• Health, Dental, and Vision Insurance
• Disability Insurance
• Group and Supplemental Life Insurance
• Paid Family Leave
• 401(k) with 3% match
• ESOP!
• Team Profit Sharing
• Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
• Paid Volunteer Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree