Senior IT Help Desk Technician

Mainstay Technologies, Inc. • Manchester, NH

7d • Hybrid

About The Position

Mainstay Technologies seeks the experienced IT professional who loves delighting people and tackling complex problems. You’re passionate about helping others, skilled at troubleshooting with ease, thrive when problem solving, and committed to growth. A goal-oriented, fast-paced environment is your ideal setting, and you bring a solid technical foundation with a curiosity for technology. As a Primary Response Services Technician (RS Tech), you’re an essential role within service delivery for our clients. You’ll work daily with dedicated clients and are responsible for getting to know the client’s organization entirely. Building relationships with the staff and becoming intimately familiar with their environment are essential. You’ll respond to reactive “break/fix” issues and exercise a high degree of ownership over the clients’ technical environment. To achieve comprehensive service delivery, you won’t do this alone—you’ll work side-by-side with other technicians and engineers to resolve issues across the entire environment through to completion. Wait, this sounds somewhat like a helpdesk? There’s significantly more than just help going on at these desks! Response Services goes beyond your typical "helpdesk”—as each technician develops deep relationships with their primary clients and engages in continuous training and support. RS Techs are a diverse team; they start the day together and end the day together. They answer questions, fix issues, look to improve, work efficiently, and hold each other up all in an effort to deliver a fantastic team and client experience.

Requirements

• Strong interpersonal skills: enjoy relating with staff & clients.
• Strong written and verbal communication
• A nimbleness and flexibility in your approach to work; a willingness to adapt
• Solid troubleshooting and decision making skills
• Committed professionalism: showing up on time, working hard, and no office politics! (We have each other's backs and are committed to helping one another succeed)
• Deal maturely with the pressures of the job and take ownership over your own work. (We do not micromanage - instead setting goals and providing resources and support)
• Enjoy working as a team towards a common goal
• Desire for career and personal growth
• Ability to flourish in a fast-paced environment
• Shift between tasks quickly with exceptionally high consistency and attention to detail
• Excellent technical aptitude, with an ability to learn quickly
• Good sound judgement, confidence and technical common sense
• Embrace a changing work environment while remaining calm and focused
• Anticipate, plan for, and adjust to changing demands.
• Understand others' perspectives and deal effectively with different types of people
• Solid problem-solving skills: be able to take a challenge and break it down
• More than two years in a professional IT setting - must have direct hands on IT experience, Bonus for MSP or ticketing system experience
• Some formal education or professional training preferred - associates, bachelors, and/or industry standard certifications
• Excellent technical aptitude, with an ability to learn quickly
• Experience with multiple environments preferred (i.e., more than one network)
• Exceptional skill at troubleshooting Windows computers and domain environments.

Responsibilities

• Managing an assigned list of primary clients and resolve daily break/fix issues across the entire technology stack
• Working alongside other committed professionals to provide reactive ‘break/fix’ services to our clients (over 100 organizations -- businesses, nonprofits, schools, and municipalities)
• Solving issues and supporting the client environment, including: server, network, desktop, printer, email, mobile devices, cloud services, line of business applications, VPN’s, etc.
• Escalating more complex issues to the Engineering group
• Answering client questions and assisting with their technology
• Working in a ticketing system and resolving issues ranging in complexity
• Complexity based on experience - flexibility in the job with room to grow

Benefits

• full benefits package, including 75% of medical costs covered for the entire family
• 401(k) with 3% match
• training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
• laptop
• smartphone
• charitable program
• 3 weeks of starting PTO (4 weeks after 2 years)
• long-term sabbatical benefit

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees