Help Desk Tier I Technician

The Help Desk Tier I Technician serves as the first point of contact for Mainstay clients, responsible for delivering a consistent, professional, and responsive support experience through phone and ticket-based interactions.

This role is focused on live answer support, assisting end users with foundational technical needs, and ensuring a smooth and confident first-day experience for newly hired end users at client organizations. The Help Desk Tier I Technician is accountable for clear communication, proper ticket intake, and effective triage, ensuring issues are either resolved efficiently or escalated with the appropriate context to higher-tier technicians.

This position plays a critical role in shaping the client experience by setting the tone for every interaction and ensuring users feel supported, confident, and taken care of from the moment they engage with Mainstay.

What You Will be Doing

Client Interaction & Live Answer

• Serve as a primary point of contact for inbound client calls, delivering a professional, calm, and helpful experience on every interaction
• Own the intake of client requests by gathering relevant details, asking effective questions, and creating clear, well-documented tickets
• Provide real-time support for common issues while maintaining control of the interaction and guiding users through resolution steps
• Set clear expectations on next steps, timelines, and escalation when needed

New User Onboarding (Day 1 Experience)

• Assist newly hired client employees with logging into systems for the first time
• Guide users through password setup, resets, and MFA enrollment
• Verify access to core systems such as email, workstation login, and required applications
• Follow defined onboarding checklists to ensure consistency and completeness
• Identify gaps or issues in onboarding and escalate appropriately

Tier 1 Troubleshooting & Ticket Resolution

• Resolve basic technical issues including:
• Password resets and account unlocks
• MFA troubleshooting
• Basic application access issues
• Simple workstation or connectivity issues
• Utilize documentation and standard procedures to guide troubleshooting steps
• Escalate tickets that require deeper technical knowledge or extended troubleshooting

Ticket Triage & Escalation

• Accurately categorize, prioritize, and route tickets to appropriate Help Desk tiers or teams
• Ensure all escalations include clear documentation, troubleshooting steps taken, and relevant details
• Maintain ownership of tickets through proper updates, ensuring visibility and continuity for the team

Documentation & Process Adherence

• Follow established workflows, onboarding procedures, and support playbooks
• Maintain clear, concise, and accurate ticket notes
• Identify documentation gaps and communicate opportunities for improvement

Time Management & Workflow

• Balance phone availability with ticket responsibilities in a fast-paced environment
• Maintain accurate time entries aligned with company standards
• Adhere to response time expectations and service level objectives

Your Background

• 0-1+ years of experience in IT support or customer service
• Strong communication skills, especially over the phone
• Basic understanding of Windows operating systems and Microsoft 365
• Interest in pursuing a career in IT and managed services
• Experience in customer-facing roles preferred

Skills for Success

• Strong interpersonal skills and a positive, client-focused mindset
• High level of professionalism and empathy when working with end users
• Ability to follow structured processes and checklists consistently
• Strong attention to detail in documentation and ticket handling
• Ability to stay calm, organized, and effective in a high-volume environment
• Willingness to learn and grow into more advanced technical roles

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times

This description cannot encompass all tasks and could change at any time. Other duties as assigned may be required to achieve Mainstay's vision, mission, and core values.

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
• 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. Please whitelist the following domains to ensure you receive our communications: jazz.co, jazzhr.com, and applytojob.com