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.
What You Do
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
Assist in the management of PC Deployment Projects that vary in complexity
Document and create detail-oriented notes to assist with 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 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
Time Management and Scheduling: 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: With uncompromising commitment to excellence, Desktop Technicians maintain, update, and validate client documentation.
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
Your Background
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)
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…