Senior IT Help Desk 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 Primary Response Services Technician (RS Tech), you’re an essential role within service delivery for our clients. You’ll work daily with dedicated clients and are 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! 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 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 technicaly 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

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

Technician qualifications & skills required

• 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.

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 a range of services, either providing fully managed IT and Information Security services, or supplementing clients’ in-house teams to offer security, 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 (when there are not health concerns).  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.  For a fuller understanding of our WFA philosophy, please read this blog post.

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.