Desktop Support Technician (Bench Technician - In-Shop)

Job Description

Job Description

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 — seeks a hands-on Desktop Support Technician to manage the shop bench and deliver professional repair, diagnostics, and customer support. This role blends technical troubleshooting, hardware and software repair, and customer interaction. You’ll be the face of the shop — diagnosing systems, resolving issues, updating tickets, and ensuring every device that leaves the bench meets Peggnet’s professional standards.

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.

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 bench or field technician experience
• CompTIA A+ or equivalent certification (a plus!)
• Experience with IT management platform tools
• Familiarity with diagnostic utilities
• Experience working in a retail repair or MSP environment