IT Help Desk Technician

Response Services Technician

Mainstay Technologies seeks the experienced IT professional, who loves delighting people and tackling complex problems. You're passionate about helping others, skilled at troubleshooting with ease, thrive when problem solving, and committed to growth. A goal-oriented, fast-paced environment is your ideal setting, and you bring a solid technical foundation with a curiosity for technology.

As a Response Services Technician (RS Tech), you're an essential role within service delivery for our clients. You'll work daily with dedicated clients and you're responsible for getting to know the client's organization entirely. Building relationships with the staff and becoming intimately familiar with their environment are essential. You'll respond to reactive "break/fix" issues and exercise a high degree of "ownership" over the clients' technical environment. To achieve comprehensive service delivery, you won't do this aloneyou'll work side-by-side with other technicians and engineers to resolve issues across the entire environment through to completion.

Wait, this sounds somewhat like a helpdesk? There's significantly more than just help going on at these desks! Response Services goes beyond your typical "helpdesk"as each technician develops deep relationships with their primary clients and engages in continuous training and support. RS Techs are a diverse team; they start the day together and end the day together. They answer questions, fix issues, look to improve, work efficiently, and hold each other up all in an effort to deliver a fantastic experience.

What you will be doing

• Working alongside other committed professionals to provide reactive 'break/fix' services to our clients (over 100 organizations -- businesses, nonprofits, schools, and municipalities)
• Solving issues as they come in, across the entire technology stack, including; Desktop, Printers, E-mail, Server, 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

Qualities you should have

• 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.

Technical qualifications & skills

• Solid problem-solving skills: be able to take a challenge and break it down.
• Experience in the IT field - must have direct hands on IT experience.
• Some formal education or professional training preferred but not required with experience -- 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.

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 size 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
• 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 provide nearly unlimited flexibility to work remotely, but we do hold team meetings and all-staffs in person. We also maintain a beautiful office in Manchester, NH and a satellite office in Laconia, 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 clients, onboarding, and ongoing team integration.

Application

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