Desktop Technician

General Role Description

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.

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.

• 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

• 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

• 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/non billable time is reflected
• Follow and adhere to agreement SLAs, managing time to ensure prompt responses

• 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

• 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)

• 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

• Must be able to lift 20 pounds at times.
• Travel between offices and to client sites is required

This description cannot encompass all tasks and could change at any time. Other duties as assigned may be required to achieve Mainstay’s vision, mission, and core values.

• 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