Lead Bench Technician - PC Repair & Diagnostics

Job Description :⸻Job TitleLead Bench Technician (Full-Time) – PC Repair Required⸻Position OverviewAscend Computer Technology is seeking a customer-focused, detail-oriented Lead Bench Technician to run day-to-day bench operations and deliver consistent, high-quality PC repair outcomes. This role is hands-on and best suited for someone who enjoys diagnosing and fixing computers, communicating clearly with customers, and keeping work organized through strong ticketing and documentation habits.PC repair experience is a MUST for this role. You should be confident diagnosing hardware/software issues on Windows PCs, performing repairs efficiently, and handling multiple devices while maintaining quality and clear communication.⸻Primary ResponsibilitiesBench Leadership & Workflow OwnershipServe as the primary owner of the bench queue: triage, prioritize, and drive repairs to completionMaintain consistent turnaround times by managing workload and setting clear expectationsEnsure repairs are documented thoroughly and completed to a high standardSupport continuous improvement in bench processes, documentation, and consistencyCustomer Service & Client CommunicationServe as a key point of contact for residential and business clients (phone, email, in-person, and remote)Communicate clearly regarding diagnoses, repair options, timelines, and outcomesProvide proactive updates and set proper expectations throughout the service processBuild trust through responsive, respectful, solution-oriented interactionsTechnical Support & PC Repair (Core of the Role)Diagnose and repair Windows PCs (desktops and laptops), including hardware and software issuesPerform in-store bench repairs including:OS troubleshooting and remediationMalware/cleanup and performance tuningHardware diagnostics and part replacement (drives, memory, power supplies, etc.)Data transfer, backup/restore, and recovery triage (when applicable)Establish remote support connections for diagnostics and repair when appropriateBasic setup/configuration of computers, printers, phones, and mobile devices (iOS/Android)Perform certified data destruction servicesAssist with quoting hardware/software for residential and business customersDaily monitoring of managed backup systemsBasic managed services desktop support (Level 1 troubleshooting and repair)Technical & Business AdministrationCreate and manage service tickets from email, chat, and phone inquiriesAccurately gather and document relevant client and technical informationMaintain organized records and update ticket notes thoroughlySupport inventory tracking and bench organization (parts, incoming systems, completed systems)Maintain workflow documentation and procedural consistency⸻Secondary ResponsibilitiesAnswer inbound calls and assist with front-desk support as neededDeliver strong in-store customer service experiencesMaintain a clean and organized work environment (scheduled shop upkeep)Organize and inventory unused or incoming equipment⸻Growth & Advanced Exposure (Tertiary)For motivated candidates seeking advancement, exposure may include:Firewall administrationMicrosoft 365 administrationWireless network administrationRMM platform support⸻Required Qualifications (Must-Have)PC repair experience (Windows desktops/laptops) — REQUIREDStrong hands-on troubleshooting ability with common hardware and OS issuesSolid documentation habits and ability to work from a ticketing systemStrong customer service and clear communication skillsReliable, accountable, and able to manage multiple repairs at once⸻Preferred QualificationsHelp desk experience (1+ year)Windows support experience (1+ year)Experience supporting small business environments⸻Job DetailsJob Type: Full-timeBenefits:Retirement PlanHealth insurancePaid time offAbility to commute/relocate:Sturgis, MI 49091: Reliably commute or plan to relocate before starting work (Required)Work Location: In personJob Type: Full-timeBenefits:401(k)Health insurancePaid time offExperience:Help desk: 1 year (Preferred)Windows: 1 year (Preferred)Work Location: In person