## About the Role Ascend Computer is hiring a Lead Bench Technician to own day-to-day bench operations and deliver consistent, high-quality PC repairs. This is a hands-on role for someone who likes diagnosing and fixing computers, talking directly with customers, and keeping work organized in a ticketing system. PC repair experience is required. You should be confident diagnosing hardware and software problems on Windows desktops and laptops, working efficiently, and handling several machines at once without losing track of details or communication. We have served businesses and residential customers in southwest Michigan since 1999. ## What You'll Do

• Own the bench queue
• Triage, prioritize, and drive repairs to completion
• Manage workload to keep turnaround times consistent
• Document every repair thoroughly and finish to a high standard
• Improve bench processes and documentation over time
• Repair and support Windows PCs
• Diagnose and repair desktops and laptops, hardware and software
• Troubleshoot and remediate Windows issues
• Perform malware cleanup and performance tuning
• Run hardware diagnostics and replace parts (drives, memory, power supplies)
• Handle data transfer, backup and restore, and recovery triage
• Connect remotely for diagnostics and repair when appropriate
• Set up and configure computers, printers, phones, and mobile devices (iOS and Android)
• Perform certified data destruction
• Monitor managed backup systems daily
• Provide Level 1 desktop support for managed services clients
• Work with customers
• Act as a point of contact for residential and business clients by phone, email, in person, and remotely
• Explain diagnoses, repair options, timelines, and outcomes in plain language
• Give proactive updates and set realistic expectations
• Assist with quoting hardware and software
• Keep the shop running
• Create and manage tickets from email, chat, and phone
• Gather and document client and technical details accurately
• Track parts inventory and keep incoming and completed systems organized
• Answer inbound calls and cover front-desk support as needed
• Maintain a clean, organized work area ## Required
• Hands-on PC repair experience with Windows desktops and laptops
• Strong troubleshooting ability on common hardware and OS issues
• Comfortable working from a ticketing system with solid documentation habits
• Clear communication and genuine customer service skills
• Reliable and accountable, able to manage multiple repairs at once ## Preferred
• 1+ year help desk experience
• 1+ year Windows support experience
• Experience supporting small business environments ## Room to Grow Motivated technicians get exposure to firewall administration, Microsoft 365 administration, wireless network administration, and RMM platform support. ## Benefits
• Health insurance
• Health savings account
• Retirement plan (401k)
• Paid time off ## Location In person at our Sturgis, MI location.

You must be able to reliably commute or relocate before your start date.

Pay:

$38,000.00 - $48,000.00 per year

Benefits:

Health insurance Health savings account Paid time off Retirement plan

Work Location:

In person