Help Desk Tier I Technician

Mainstay Technologies, Inc.•Manchester, NH

2d•$45,000 - $50,000•Hybrid

About The Position

The Help Desk Tier I Technician is the first point of contact for Mainstay clients and provides a consistent, professional, and responsive support experience through phone and ticket-based interactions. The role focuses on live-answer support, foundational technical assistance, and helping newly hired client employees have a smooth first-day experience. The technician communicates clearly, captures and triages requests, resolves basic issues, and escalates more complex issues with appropriate context. The position supports new-user onboarding, including first-time system access, password setup and resets, MFA enrollment, and verification of access to email, workstation login, and required applications. It also involves accurate ticket categorization, prioritization, routing, documentation, follow-up, adherence to established workflows and support playbooks, and balancing phone coverage with ticket responsibilities. This is a full-time, salaried position. Mainstay offers flexibility to work remotely and in the office. Weekly office attendance is encouraged but not required. Applicants must live within driving distance of clients, offices, and team events.

Requirements

0–1+ years of experience in IT support or customer service.
Strong communication skills, especially over the phone.
Basic understanding of Windows operating systems and Microsoft 365.
Interest in pursuing a career in IT and managed services.
Strong interpersonal skills and a positive, client-focused mindset.
Professionalism and empathy when working with end users.
Ability to follow structured processes and checklists consistently.
Strong attention to detail in documentation and ticket handling.
Ability to stay calm, organized, and effective in a high-volume environment.
Willingness to learn and grow into more advanced technical roles.
Must be able to lift 15 pounds at times.
Applicants must live within driving distance of the company's clients, offices, and team events.

Nice To Haves

Experience in customer-facing roles.

Responsibilities

Serve as a primary point of contact for inbound client calls and provide a professional, calm, and helpful experience.
Gather relevant information, ask effective questions, and create clear, well-documented tickets.
Provide real-time support for common issues and guide users through troubleshooting and resolution steps.
Set expectations about next steps, timelines, and escalations.
Help newly hired client employees log in to systems for the first time, set up or reset passwords, enroll in MFA, and verify access to core systems and applications.
Follow onboarding checklists and identify and escalate onboarding gaps or issues.
Resolve basic issues such as password resets, account unlocks, MFA troubleshooting, application access issues, and simple workstation or connectivity problems.
Use documentation and standard procedures to troubleshoot, and escalate issues requiring deeper technical knowledge or extended troubleshooting.
Categorize, prioritize, and route tickets to the appropriate Help Desk tiers or teams.
Document troubleshooting steps and relevant details in escalated tickets.
Maintain ticket ownership through appropriate updates to ensure visibility and continuity.
Follow established workflows, onboarding procedures, and support playbooks.
Maintain clear, concise, and accurate ticket notes; identify documentation gaps and communicate improvement opportunities.
Balance phone availability with ticket responsibilities in a fast-paced environment.
Maintain accurate time entries and adhere to response-time expectations and service-level objectives.

Benefits

Flexible 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.
Team profit sharing.
Training program, including paid certifications, tuition reimbursement, and bonuses for achieving certifications.
Paid volunteer time off.