Desktop Technician

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

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
• Assistin the management of PC Deployment Projects that vary in complexity
• Document and create detail-oriented notes toassistwith 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 towork
• 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 3rdparty vendors to repair hardware malfunctions

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

• Make every effort to meet all scheduled appointments,demonstratinga high degree of reliability and punctuality.
• Immediately notify the Technical
  
  Services Coordinator/Management teamin the event ofany 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 entriesandappropriate billable/nonbillabletime is reflected
• Follow and adhere to agreement SLAs, managing time to ensure prompt responses

With uncompromising commitment to excellence,Desktop Technicians maintain, update, andvalidateclient documentation.

• Maintainaccuratedocumentation 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 andassistin the continual improvement of client documentation, following
  
  Mainstay’sbest 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 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

• 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 ITcertificationsachieved or working toward(preferred)

• Strong interpersonal skills; enjoy working in a team and with clients
• Strong problem-solving skills with the…