What are the responsibilities and job description for the Senior IT Help Desk Technician position at Mainstay Technologies?
MainstayTechnologies seekstheexperienced IT professional who lovesdelightingpeopleand tackling complex problems. You’repassionate about helpingothers,skilled attroubleshootingwith ease,thrive whenproblem solving,and committed to growth.A goal-oriented, fast-paced environment is your idealsetting, and you bring a solid technical foundation with a curiosity for technology.
As a Primary Response ServicesTechnician(RS Tech), you’rean essential role withinservice delivery for our clients.You’llworkdailywith dedicatedclientsandare responsible for gettingto know the client’sorganizationentirely. Building relationships withthestaff andbecoming intimately familiar withtheirenvironmentare essential. You’llrespondto reactive “break/fix” issues and exercise a high degree of ownership over the clients’technicalenvironment.Toachievecomprehensive service delivery, youwon’t do this alone—you’llwork side-by-side with other technicians and engineers to resolve issues across the entire environmentthroughto completion.
Wait, this sounds somewhat like ahelpdesk?There’ssignificantlymore than justhelpgoing on at thesedesks!Response Services goesbeyondyour typical"helpdesk”—aseach technician developsdeeprelationships with their primary clientsandengages incontinuoustraining and support.RS Techsare adiverseteam;theystarttheday together and endtheday together.Theyanswer questions, fix issues, look to improve, work efficiently, and hold each other up allin an effort todeliver a fantastic team and client experience.
What You Will Be Doing
Mainstay Technologies is a mission-driven, fast growing company that provides IT and Information Security services to organizations throughout New Hampshire and Northern Massachusetts.We care deeply about our clients and about our company—ourculture is one of our strongest assets. We believe in“consciouscapitalism”—abusiness model that balances all stakeholders and seeks to provide ever-increasing value to our clients, team members, community, vendors, andtheenvironment. Our mission is to alwaysgive more than we getby creating value andhaving a positive impactat every turn.
We are in an excitingand evolvingindustry with significant opportunities ahead.We love what we do,and we are growing!In New Hampshire, we’ve been recognized as one of theBest Companies to WorkForandCoolest Companies for Young Professionals. Demonstrating the excellence of our team, Mainstay has also won“Best of Business” for Managed IT Services, theTorch Award for Marketplace Ethics, andwe’ve made theInc. 5000 Listfor fastest growing companies several times.
Our clients typically have a staff of 15-300 happy professionals and look to us for technologyand securityleadership, guidance, and service delivery. We provide a range of services, eitherproviding fully managedIT and Information Securityservices, orsupplementingclients’ in-house teams tooffersecurity, compliance, and IT services.
Location Specifics
We believe in Work-from-Anywhere AND in the value of in-person relationships. We provide nearly unlimited flexibility to work remotely, but we do hold team meetings and all-staffs in person. We also maintain beautiful offices in both Laconia, NH and Manchester, NH, and we encourage each team member to choose their own balance of home and in-office work, that maximizes wellbeing. We do encourage all teammates to come in weekly, but it is not required. Applicants must live within driving distance to support onboarding and ongoing team integration.
Salary & Benefits
This is a full time, salaried position with a full benefits package, including 75% of medical costs covered for the entire family. Benefits also include: 401(k) with 3% match, training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs), laptop, smartphone, charitable program, 3 weeks of starting PTO (4 weeks after 2 years), and long-term sabbatical benefit.
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As a Primary Response ServicesTechnician(RS Tech), you’rean essential role withinservice delivery for our clients.You’llworkdailywith dedicatedclientsandare responsible for gettingto know the client’sorganizationentirely. Building relationships withthestaff andbecoming intimately familiar withtheirenvironmentare essential. You’llrespondto reactive “break/fix” issues and exercise a high degree of ownership over the clients’technicalenvironment.Toachievecomprehensive service delivery, youwon’t do this alone—you’llwork side-by-side with other technicians and engineers to resolve issues across the entire environmentthroughto completion.
Wait, this sounds somewhat like ahelpdesk?There’ssignificantlymore than justhelpgoing on at thesedesks!Response Services goesbeyondyour typical"helpdesk”—aseach technician developsdeeprelationships with their primary clientsandengages incontinuoustraining and support.RS Techsare adiverseteam;theystarttheday together and endtheday together.Theyanswer questions, fix issues, look to improve, work efficiently, and hold each other up allin an effort todeliver a fantastic team and client experience.
What You Will Be Doing
- Managing an assigned list of primary clients and resolve daily break/fix issues across the entire technology stack
- Working alongside other committed professionals to provide reactive ‘break/fix’ services to our clients (over 100 organizations -- businesses, nonprofits, schools, and municipalities)
- Solving issues and supporting the client environment, including: server, network, desktop, printer, email, mobile devices, cloud services, line of business applications, VPN’s, etc
- Escalating more complex issues to the Engineering group
- Answering client questions and assisting with their technology
- Working in a ticketing system and resolving issues ranging in complexity
- Complexity based on experience - flexibility in the job with room to grow
- Strong interpersonal skills: enjoy relating with staff & clients
- Strong written and verbal communication
- A nimbleness and flexibility in your approach to work; a willingness to adapt
- Solid troubleshooting and decision making skills
- Committed professionalism: showing up on time, working hard, and no office politics! (We have each other's backs and are committed to helping one another succeed)
- Deal maturely with the pressures of the job and take ownership over your own work. (We do not micromanage - instead setting goals and providing resources and support)
- Enjoy working as a team towards a common goal
- Desire for career and personal growth
- Ability to flourish in a fast-paced environment
- Shift between tasks quickly with exceptionally high consistency and attention to detail
- Excellent technical aptitude, with an ability to learn quickly
- Good sound judgement, confidence and technical common sense
- Embrace a changing work environment while remaining calm and focused
- Anticipate, plan for, and adjust to changing demands
- Understand others' perspectives and deal effectively with different types of people
- Solid problem-solving skills: be able to take a challenge and break it down
- More than two years in a professional IT setting - must have direct hands on IT experience, Bonus for MSP or ticketing system experience
- Some formal education or professional training preferred - associates, bachelors, and/or industry standard certifications
- Excellent technical aptitude, with an ability to learn quickly
- Experience with multiple environments preferred (i.e., more than one network)
- Exceptional skill at troubleshooting Windows computers and domain environments
Mainstay Technologies is a mission-driven, fast growing company that provides IT and Information Security services to organizations throughout New Hampshire and Northern Massachusetts.We care deeply about our clients and about our company—ourculture is one of our strongest assets. We believe in“consciouscapitalism”—abusiness model that balances all stakeholders and seeks to provide ever-increasing value to our clients, team members, community, vendors, andtheenvironment. Our mission is to alwaysgive more than we getby creating value andhaving a positive impactat every turn.
We are in an excitingand evolvingindustry with significant opportunities ahead.We love what we do,and we are growing!In New Hampshire, we’ve been recognized as one of theBest Companies to WorkForandCoolest Companies for Young Professionals. Demonstrating the excellence of our team, Mainstay has also won“Best of Business” for Managed IT Services, theTorch Award for Marketplace Ethics, andwe’ve made theInc. 5000 Listfor fastest growing companies several times.
Our clients typically have a staff of 15-300 happy professionals and look to us for technologyand securityleadership, guidance, and service delivery. We provide a range of services, eitherproviding fully managedIT and Information Securityservices, orsupplementingclients’ in-house teams tooffersecurity, compliance, and IT services.
Location Specifics
We believe in Work-from-Anywhere AND in the value of in-person relationships. We provide nearly unlimited flexibility to work remotely, but we do hold team meetings and all-staffs in person. We also maintain beautiful offices in both Laconia, NH and Manchester, NH, and we encourage each team member to choose their own balance of home and in-office work, that maximizes wellbeing. We do encourage all teammates to come in weekly, but it is not required. Applicants must live within driving distance to support onboarding and ongoing team integration.
Salary & Benefits
This is a full time, salaried position with a full benefits package, including 75% of medical costs covered for the entire family. Benefits also include: 401(k) with 3% match, training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs), laptop, smartphone, charitable program, 3 weeks of starting PTO (4 weeks after 2 years), and long-term sabbatical benefit.
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