Desktop Technician

General Role Description

TheDesktopTechnicianworksin a team to deploy new workstations provide on-sitesupportservicesforclients troubleshootbasicissues andalwaysdelivertop-quality service.

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.