• IT Service Desk Technician

    Mainstay Technologies
    Job Description

    ABOUT MAINSTAY 

    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—our culture is one of our strongest assets.  We believe in “conscious capitalism”a business model that balances all stakeholders and seeks to provide ever-increasing value to our clients, team members, community, vendors, and the environment.  Our mission is to always give more than we get by creating value and having a positive impact at every turn. 

    We are in an exciting and evolving industry with significant opportunities ahead. We love what we do, and we are growing! In New Hampshire, we’ve been recognized as one of the Best Companies to Work For and Coolest Companies for Young Professionals. Demonstrating the excellence of our team, Mainstay has also won “Best of Business” for Managed IT Services, the Torch Award for Marketplace Ethics, and we’ve made the Inc. 5000 List for fastest growing companies several times. 

    Our clients typically have a staff of 15-300 happy professionals and look to us for technology and security leadership, guidance, and service delivery. We provide the service of a full IT department and a full Information Security/Compliance department.

    ABOUT THE POSITION  

    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. 

     Internally known as the Response Services Technician, 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 alone—you’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! This role goes beyond your typical "helpdesk”—as each technician develops deep relationships with their primary clients and engages in continuous training and support. Our 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 REQUIRED

    • 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.

    LOCATION SPECIFICS  

    With New Hampshire offices in Belmont and Manchester, this position can choose to work out of either office. This role is currently working remotely. Preferred applicants are local to the area or may already be intentionally relocating. 

    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.

    Contact Information
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    Our refunds will be provided as a credit to the credit card used at the time of your registration within five (5) business days upon cancellation. 

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