Desktop Technician

About the role

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.

Responsibilities

• PC Deployments: 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
• Client Repairs: 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
• Time Management and Scheduling: 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: With uncompromising commitment to excellence, Desktop Technicians 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
• - 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

Requirements

• One year of experience in troubleshooting or working with Windows computers
• Knowledge and understanding of basic network protocols
• Experience supporting a network preferred
• Experience in Customer Service preferred
• Formal Education- Associates or certifications preferred
• Proven customer support experience
• Strong phone contact handling skills and active listening
• 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)

Qualifications

• Strong interpersonal skills; enjoy working in a team and with clients
• Strong problem-solving skills with the ability to take a challenging problem and break it down
• Committed professionalism; showing up on time, working hard, and committed to the success of the team
• Ability to flourish in a fast-paced environment
• High level of ownership with minimal supervision
• Ability to multitask with close attention to detail
• Excellent technical aptitude with an ability to learn quickly

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 20 pounds at times
• Travel between offices and to client sites is required

About Mainstay

Mainstay Technologies- IT you trust from a team you enjoy. Mainstay Technologies provides a full IT and Information Security department to small and medium size businesses in the northern New England area. As a company in the Best Companies to Work For Hall of Fame, we believe in using the power of technology and of business to help people flourish. This translates to a culture of caring, high-ownership teammates who work hard, enjoy each other immensely, and turn off the work at the end of the workday, to focus on what matters more than work.

Benefits

• This is a full time, salaried position with a full benefits package, including:
• - 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

Location

We believe in Work-from-Anywhere and in the value of in-person relationships. We offer strong flexibility to work remotely, while also recognizing the importance of face-to-face connection through team meetings, all-staff gatherings, and in-person client meetings.

Application

We utilize an Applicant Tracking System for our applications. Please whitelist the following domains to ensure you receive our communications: jazz.co, jazzhr.com, and applytojob.com