Desktop Technician

General Role Description

TheDesktopTechnicianworksin a team to deploy new workstations provide on-sitesupportservicesforclients troubleshootbasicissues andalwaysdelivertop-quality service.We maintain a beautiful office in Manchester NH; however for this role we are seeking a candidate who resides in or near the Lawrence MA area as we have onsite clients in that region.

What You Do

PC Deployments:Install newWindows computers with applications and data at client sites

• Install new Windows computers and client peripherals at client sites followingup with users to ensure set-up meets the users needs and educate users on their technology
• Set up clients per documented specifications testingnew technologiesfor any errors in setup
• Transfer data and set up applications with as close to 100% accuracy as possible
• Assistin the management of PC Deployment Projects that vary in complexity
• Document and create detail-oriented notes toassistwith 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 towork
• Answerquestions from clientsabout their technology educatingclients on the issues that are being repaired and helping the user understand the resolution
• Wipe and reload PCs uponrequest
• Work with 3rdparty vendors to repair hardwaremalfunctions

Time Management and Scheduling:Maintainaccuratetime entries and effective time management to ensure productivity in a fast-paced work environment.

• Make every effort to meet all scheduled appointmentsdemonstratinga high degree of reliability and punctuality.
• Immediately notify theTechnicalServices Coordinator/Management teamin the event ofany potential scheduling issuesconflicts orunavoidable 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 entriesandappropriate billable/nonbillabletime isreflected
• Follow and adhere to agreement SLAs managing time to ensure prompt responses

Maintain Accurate Documentation:Withuncompromising commitment to excellenceDesktopTechniciansmaintain update andvalidateclient documentation.

• Maintainaccuratedocumentation of infrastructure and Line of Businessapplications
• Review Client Configurations at each touchpoint throughout a service request
• Review the SharePoint folder with client information to verifyaccuracy
• Take ownership and reach out to the client andClient Technology Manager (CTM)when documentation isoutdated
• Adhere to andassistin the continual improvement of client documentation followingMainstaysbest practices and client policies &procedures
• When documenting service requests ensure:
• Proper documentation and configurations areattached
• Escalation notes when routing is necessary arecontained
• Summary lines areaccurateanddescriptive
• All client correspondence occurs within the ticketing system (not Outlook)
• Correct statuses are used when managing tickets
• Regularly audit and update client notes tomaintainaccuracy

Your Background

• One year of experience in troubleshooting or working with Windows computers
• Knowledge and understanding of basic network protocols
• Experience supporting a networkpreferred
• Experience in Customer Servicepreferred
• Formal Education- Associates or certificationspreferred
• 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
• MicrosoftCompTIA or otherrelevant ITcertificationsachieved or working toward(preferred)

Skills for Success

• 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 levelof 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 isrequired

This description cannot encompass all tasksand could change at any duties as assigned may berequiredto achieve Mainstays vision mission and core values.

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-sized 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.

It is our commitment to people that makes us who we are. We love what we do and we love who we do it with. We are driven by our mission: to give more than we get. People are always the ends never the addition to being a Best Company to Work For we have also been recognized for Coolest Companies for Young Professionals Best of Business for Managed IT Services and theTorch Award for Marketplace Ethics. We have made theInc.Listfor fastest growing small businesses 5 times.

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 maintain a beautiful office in Manchester NH; however for this role we are seeking a candidate who resides in or near the Lawrence MA area as we have onsite clients in that region.

Because this role includes regular in-person client meetings applicants must live within driving distance of our clients offices and team events to support client relationships onboarding and ongoing collaboration.

Application
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