Desktop Technician

Mainstay Technologies, Inc. • Manchester, NH

1d • 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. This role involves installing new Windows computers and client peripherals, transferring data, setting up applications, and managing PC deployment projects. The technician will also handle onsite client repairs, troubleshoot issues with team support, educate clients on their technology, and work with third-party vendors for hardware repairs. Additionally, the role requires maintaining accurate time entries, effective time management, meeting scheduled appointments, and communicating any scheduling changes professionally. A key aspect of the role is maintaining accurate client documentation, including infrastructure and Line of Business applications, reviewing configurations, verifying information in SharePoint, and adhering to documentation best practices. The technician will ensure proper documentation is attached to service requests, include escalation notes, write accurate summary lines, conduct all client correspondence within the ticketing system, use correct ticket statuses, and regularly audit client notes.

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 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
• When documenting service requests, ensure: Proper documentation and configurations are attached, Escalation notes when routing is necessary are contained, Summary lines are accurate and descriptive, All client correspondence occurs within the ticketing system (not Outlook), 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
• 401(k) with 3% match
• ESOP!
• Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
• Paid Volunteer Time Off

What This Job Offers

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