IT Help Desk Tier 1

Delivering a great support experience starts with the first interaction. The Help Desk Tier I Technician serves as the front line of client support, providing professional, responsive assistance through phone and ticket-based interactions. This role is critical in resolving foundational technical issues, guiding new users through a smooth first-day onboarding experience, and ensuring every client feels supported with clarity, confidence, and care. For someone who stays calm under pressure, enjoys helping others, and thrives in a fast-paced environment, this is an opportunity to combine strong communication skills, technical aptitude, and a service-first mindset in a meaningful client-facing role.

What You Will be Doing

• Serve as the first point of contact for client support requests, providing professional and courteous assistance by phone and through ticketing systems.
• Gather critical details, ask thoughtful troubleshooting questions, and create clear, accurate, and well-documented support tickets.
• Deliver real-time support for common technical issues, guiding users step by step toward resolution.
• Support new employees on their first day by assisting with system logins, password setup, resets, and MFA enrollment.
• Verify user access to essential systems, including email, workstation login, and business-critical applications.
• Resolve Tier 1 issues such as password resets, account unlocks, MFA problems, basic access issues, and simple workstation or connectivity concerns.
• Accurately categorize, prioritize, and route tickets to the appropriate support tier or team when escalation is needed.
• Document troubleshooting steps, updates, and resolutions thoroughly to ensure continuity and visibility across the team.
• Follow established onboarding workflows, support procedures, and service standards while identifying opportunities to improve documentation.
• Manage phone coverage and ticket workload effectively while meeting response time expectations, service level objectives, and time-entry standards.

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

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