Desktop Support Technician (Bench Technician – In-Shop)

Desktop Support Technician (Bench Technician – In-Shop)

Location: Mendham, NJ
Hours: 8:45 AM – 5:15 PM (Shop open 9:00 AM – 5:00 PM)
Reports to: Shop Manager / Operations Lead
Company: PowerPro Computers / Peggnet Computers

Overview

PowerPro Computers, the retail and repair division of Peggnet Computers, is seeking a skilled and customer-focused Desktop Support Technician to manage in-shop diagnostics, repair services, and customer support operations.

The ideal candidate enjoys troubleshooting technology, solving complex technical problems, and delivering exceptional customer service. This position combines hands-on hardware repair, software support, ticket management, and direct client interaction. Every device that leaves the bench should reflect PowerPro's commitment to quality, professionalism, and reliability.

Core Responsibilities

1. Technical Support & Repair

• Perform diagnostics and repairs on desktops, laptops, and tablets using tech tools and manufacturer utilities.
• Troubleshoot and repair issues including:
  • Hardware failures (HDD/SSD, RAM, PSU, motherboard, fans, etc.)
  • Software issues (Windows, macOS, ChromeOS, iOS, Android basics)
  • Virus/malware removal, OS reinstallations, and data migrations
• Conduct full rebuilds and upgrades (HDD to SSD conversions, RAM upgrades, etc.)
• Verify and test repaired units for stability, updates, and performance before returning to clients.

2. Customer Interaction & Ticketing

• Greet customers, intake devices, and create tickets in ticketing systems.
• Communicate clearly about repair timelines, costs, and findings.
• Document every action, part, and note in the ticket system.
• Obtain customer approval before major repairs or data services.
• Maintain courteous, professional communication in person, by phone, and by email.
• Educate customers on repair options and preventative maintenance.
• Provide recommendations for upgrades, replacements, and managed service offerings when appropriate.
• Deliver an exceptional customer experience from device intake through final pickup.

3. Data Handling & Security

• Follow Peggnet data handling protocols — no customer data leaves the premises without written consent.
• Securely back up, transfer, or destroy data using approved procedures.
• Maintain confidentiality and adhere to HIPAA and FERPA (for municipal and school clients).
• Use encrypted storage drives and document all data handling within the ticket.

4. Quality Control & Documentation

• Ensure each system is tested, updated, and cleaned before release.
• Perform post-repair documentation — photos, system info, and ticket closure notes.
• Maintain organized labeling and shelf storage for all devices.
• Track repair parts and tools, report shortages, and help maintain inventory.

5. Product & System Familiarity

• Maintain working knowledge of:
  • Basic network troubleshooting (wired/wireless connectivity, DHCP issues, etc.)
  • Microsoft 365, Google Workspace, and Windows 10/11 administration
  • Common business and education software (Zoom, Adobe, Chrome, etc.)
  • Printer setup and troubleshooting (local and networked)
• Understand Peggnet’s service tiers (Secure360, Protect360, Vault360) to assist cross-selling or upgrade recommendations.

Daily Expectations

8:45 AM – 9:00 AM

• Open shop and prepare the bench area.
• Power up and check test systems, tools, and equipment.
• Review ticket queue, ongoing repairs, and pending parts.

Throughout the Day

• Process client drop-offs and pickups.
• Perform diagnostics, repairs, and system rebuilds.
• Update tickets in real time (start/stop timers, document steps).
• Communicate status updates to clients.
• Tag and organize completed jobs.

4:30 PM – 5:15 PM

• Finalize day’s tickets, invoice and batch close payments, log parts usage.
• Prepare overnight tasks (system updates, virus scans, backups).
• Clean and reset the bench area for the next day.

Skills & Competencies

Technical Skills

• Hardware repair (desktop/laptop teardown, diagnostics, part replacement)
• Windows 10/11 configuration and recovery
• Basic macOS and ChromeOS troubleshooting
• Virus/malware detection and removal
• Data backup and restoration
• Imaging and cloning software
• Networking basics: IP, DHCP, Wi-Fi setup, basic switch/router troubleshooting
• Ticketing software experience

Soft Skills

• Professional, calm, and composed under pressure
• Clear and confident communicator with non-technical clients
• Meticulous record keeping in ticketing systems
• Time management — able to handle multiple concurrent repairs
• Self-motivated, accountable, and dependable
• Team-oriented — ready to assist field techs and helpdesk as needed

Protocols & Standards

• All repairs documented with photos and detailed notes before closing.
• All devices labeled with ticket number and client name at intake.
• Customer passwords handled with strict confidentiality.
• No unauthorized software installations.
• Parts replaced must be documented and stored until disposal.
• Systems must be fully updated (Windows, AV, etc) before completion.
• Maintain a clean, organized, and professional workbench.

Performance Metrics

• Ticket closure rate and accuracy
• Customer satisfaction and feedback
• Turnaround time on repairs
• Documentation completeness
• Adherence to Peggnet/PowerPro SOPs

Preferred Qualifications

• 2+ years of desktop support, bench repair, MSP, or retail technology experience.
• CompTIA A+, Network+, or equivalent certification preferred.
• Experience using PSA or ticketing platforms.
• Familiarity with Microsoft 365 administration and cloud services.
• Experience with imaging, deployment, and cloning tools.
• Familiarity with computer hardware vendors including Dell, HP, Lenovo, and Apple.
• Experience working with small business, education, or municipal clients is highly desirable.