Desktop Technician

The Desktop Technicianworksin  a team to deploy new workstations, provide on-sitesupportservicesforclients, troubleshootbasicissues, andalwaysdelivertop-quality service.

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

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

• 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 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• Take ownership and reach out to the client and Client Technology Manager (CTM) when documentation is outdated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

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 20 pounds at times.
• Travel…