Help desk h1.location_city

Are you the person others turn to when technology stops working?

Do you enjoy solving problems, helping people, and bringing calm to technical chaos?

As an IT Help Desk Engineer, you will be the go-to problem solver when technical issues become business-critical, playing a vital role in supporting users, resolving complex challenges, and keeping essential systems running across on-premise and cloud environments.

In this role, you will respond quickly during outages, help restore stability when clients need it most, and work alongside internal teams and client stakeholders to troubleshoot advanced issues with confidence and professionalism.

This is an opportunity for someone who thrives under pressure, enjoys meaningful technical problem-solving, and wants to make a real impact every day.

What You Will be Doing Serve as the primary escalation point for complex client issues across on-premise and cloud environments.

Troubleshoot and resolve advanced server, network, and application problems.

Respond to server and network outages or emergencies following Mainstay standards and procedures.

Partner with Engineering and Security teams to address high-impact technical issues.

Participate in Tier 3 on-call support for engineering-level escalations.

Provide overflow support to Response Services during high-volume periods.

Assess business impact and urgency during outages and help drive effective incident response.

Communicate downtime, updates, and resolutions clearly and professionally to clients and internal teams.

Manage workload effectively, maintain accurate time entries, and stay available during core business hours.

Create, improve, and share documentation while identifying trends and recurring issues to strengthen team performance.

Your Background Required Experience and Skills 3-5 years of experience administering and supporting server infrastructure (cloud and on-premises), and the underlying network Advanced depth of skills, knowledge, and experience in server administration such as:

• Modern Windows Server operating systems and underlying services such as: Active Directory, DNS, DHCP, DFS, NPS.

Radius. Microsoft Azure Infrastructure-as-a-Service:

• Management and troubleshooting of Servers, Networks, Storage, and VPN connectivity to on-premises equipment. Office 365/Exchange Online administration. Backup technologies: VEEAM, Datto, Network Attached Storage, Azure Backup. Virtualization: VMWare and HyperV hosts, high-availability clusters. Shared storage concepts and functional working skills with various shared storage technologies (provisioning LUNs, expanding volumes, configuring RAID, etc.) on Dell/EMC, Lenovo, or equivalent SAN.

Current certification in Microsoft Server/Azure, Fortinet, Cisco, VMWare, or other infrastructure related Networking technologies:

• Cisco, Cisco Meraki, Fortinet, or equivalent knowledge Preferred Experience Formal Education (Associates or Bachelors) in Computer Science Skills for Success Strong customer service mindset with the ability to communicate technical information in a clear, friendly, and approachable way.
• Thoughtful problem-solving skills and a methodical approach to troubleshooting, with the ability to stay composed in high-pressure situations.
• Natural curiosity and a desire to understand root causes, not just immediate fixes.
• Confidence in taking ownership of work, managing issues independently, and collaborating or escalating when needed.
• Ability to follow established processes while identifying opportunities to improve workflows and team efficiency.
• Adaptability and effectiveness in a fast-paced, evolving environment with changing priorities.
• Passion for technology and a commitment to continuous learning, growth, and skill development.
• Empathy, accountability, and a strong sense of follow-through in day-to-day work and team relationships.
• Ability to build positive working relationships with teammates, clients, and vendors while also working effectively independently.
• Physical Requirements Prolonged periods of sitting at a desk and working on a computer Must be able to lift 15 pounds at times. Travel between offices and to client sites may be required. About Mainstay Mainstay Technologies- IT you trust from a team you enjoy.
• Mainstay Technologies provides a full IT and Information Security department to small and medium-sized businesses in the northern New England area.
• As a company in the Best Companies to Work For Hall of Fame, we believe in using the power of technology and of business to help people flourish.
• This translates to a culture of caring, high-ownership teammates who work hard, enjoy each other immensely, and turn off the work at the end of the workday, to focus on what matters more than work. It is our commitment to people that makes us who we are.
• We love what we do, and we love who we do it with.

We are driven by our mission:

• to give more than we get.
• People are always the ends, never the means.

In addition to being a Best Company to Work For, we have also been recognized for Coolest Companies for Young Professionals, “Best of Business” for Managed IT Services, and the Torch Award for Marketplace Ethics. We have made the Inc. 500

• 5000 List for fastest growing small businesses 5 times. Benefits This is a full-time, salaried position with a full benefits package, including:

| 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 Location We believe in Work-from-Anywhere and in the value of in-person relationships.

We offer strong flexibility to work remotely, while also recognizing the importance of face-to-face connection through team meetings, all-staff gatherings, and in-person client meetings.

We maintain a beautiful office in Manchester, NH, as well as a satellite office in Laconia, and we encourage each team member to choose the mix of home and in-office work that best supports their wellbeing and effectiveness.

While coming into the office weekly is encouraged, it is not required.

Applicants must live within driving distance of our clients, offices, and team events to support client relationships, onboarding, and ongoing collaboration.

Application We utilize an Applicant Tracking System for our applications.

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