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 ComputersPowerPro 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 ResponsibilitiesTechnical Support & RepairPerform 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 migrationsConduct 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.Customer Interaction & TicketingGreet 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.Data Handling & SecurityFollow 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.Quality Control & DocumentationEnsure 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.Product & System FamiliarityMaintain 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 Expectations8:45 AM – 9:00 AMOpen 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 DayProcess 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 PMFinalize 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 & CompetenciesTechnical SkillsHardware repair (desktop/laptop teardown, diagnostics, part replacement)Windows 10/11 configuration and recoveryBasic macOS and ChromeOS troubleshootingVirus/malware detection and removalData backup and restorationImaging and cloning softwareNetworking basics: IP, DHCP, Wi-Fi setup, basic switch/router troubleshootingTicketing software experienceSoft SkillsProfessional, calm, and composed under pressureClear and confident communicator with non-technical clientsMeticulous record keeping in ticketing systemsTime management — able to handle multiple concurrent repairsSelf-motivated, accountable, and dependableTeam-oriented — ready to assist field techs and helpdesk as neededProtocols & StandardsAll 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 MetricsTicket closure rate and accuracyCustomer satisfaction and feedbackTurnaround time on repairsDocumentation completenessAdherence to Peggnet/PowerPro SOPsPreferred Qualifications2+ years of bench or field technician experienceCompTIA A+ or equivalent certification (a plus!)Experience with IT management platform toolsFamiliarity with diagnostic utilitiesExperience working in a retail repair or MSP environment