Desktop Technician

Mainstay Technologies, Inc. • Manchester, NH

10d • Hybrid

About The Position

The Desktop Technician works as part of a team to deploy Windows workstations and peripherals, provide on-site client support, troubleshoot basic technical issues, and deliver high-quality service. The role includes installing computers and applications, transferring data, validating setups against documented specifications, assisting with deployment projects, and educating users about their technology and repairs.

The technician resolves client issues with team support, including wiping and reloading PCs and coordinating with third-party vendors on hardware repairs. The role also requires reliable appointment scheduling, accurate timekeeping, adherence to service-level agreements, and professional communication about appointment changes.

The technician maintains and validates client documentation, reviews configurations and client information, and takes ownership of outdated records. Service-request tickets must contain accurate documentation, escalation notes where needed, descriptive summaries, client correspondence, and correct statuses. The position requires travel between offices and client sites. The company offers flexibility to work remotely, while the role includes regular in-person client meetings and requires residence within driving distance of clients, offices, and team events.

Requirements

• At least one year of experience 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.
• Strong interpersonal skills and ability to work with a team and clients.
• Strong problem-solving skills, including the ability to break down challenging problems.
• Professionalism, punctuality, and commitment to team success.
• Ability to flourish in a fast-paced environment.
• Ability to take ownership with minimal supervision.
• Ability to multitask with close attention to detail.
• Strong technical aptitude and ability to learn quickly.
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift 20 pounds at times.
• Ability to travel between offices and client sites; applicants must live within driving distance of clients, offices, and team events.

Nice To Haves

• Experience supporting a network.
• Customer service experience.
• Associate degree or relevant certifications.
• Familiarity with and interest in supporting networked computer environments based on PC and Microsoft technologies.
• Microsoft, CompTIA, or other relevant IT certifications achieved or in progress.

Responsibilities

• Install Windows computers, applications, data, and peripherals at client sites.
• Follow up with users to ensure computer setups meet their needs and educate users about their technology.
• Set up clients according to documented specifications and test new technologies for setup errors.
• Transfer data and configure applications accurately.
• Assist with PC deployment projects of varying complexity.
• Create detailed documentation and notes to support future troubleshooting.
• Resolve onsite client issues efficiently, with support from the team.
• Explain repairs and resolutions to clients and help users return to work.
• Wipe and reload PCs upon request.
• Coordinate with third-party vendors to repair hardware malfunctions.
• Maintain accurate time entries and manage time effectively in a fast-paced environment.
• Make scheduled appointments reliably and punctually; promptly notify the Technical Services Coordinator or management of scheduling issues and communicate changes professionally to clients.
• Review timesheets to ensure agreements are attached to billable entries and billable and nonbillable time is categorized appropriately.
• Follow agreement service-level agreements and manage time to ensure prompt responses.
• Maintain, update, and validate client infrastructure and line-of-business application documentation.
• Review client configurations and client information in SharePoint; contact the client and Client Technology Manager when documentation is outdated.
• Follow and help improve client documentation practices in accordance with company best practices and client policies and procedures.
• Ensure service-request tickets have appropriate documentation and configurations, escalation notes when needed, accurate descriptive summaries, client correspondence, and correct statuses.
• Regularly audit and update client notes.
• Travel between offices and client sites.

Benefits

• Flexible and fun work environment with events, lunch-and-learns, ping pong, snacks, games, and books.
• Three weeks of PTO per year, increasing to four weeks after two years.
• Two-week sabbatical after five years and five-week sabbatical after ten years.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Disability insurance.
• Group and supplemental life insurance.
• Paid family leave.
• 401(k) with 3% match.
• Employee stock ownership plan (ESOP).
• Team profit sharing.
• Training program, including paid certifications, tuition reimbursement, and bonuses for achieving certifications.
• Paid volunteer time off.
• Flexible remote-work arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed