MSP Helpdesk Technician

Heroic TechnologiesHeroic Technologies is a growing Managed IT and Cybersecurity firm serving professional services organizations throughout Oregon, Washington, and California — helping them navigate day-to-day IT challenges, strengthen security, and make smarter technology decisions.Our team believes great technical support starts with great customer service. We work hard to be the best at what we do, while keeping fun and camaraderie part of the team's spirit.Our Core ValuesOwn It — Take responsibility for outcomes, not just tasks. If a system fails, we fix the system — not just the symptom.Always Be Growing — Technology evolves rapidly. Curiosity and continuous learning are essential.Serve First — Our success is measured by the success of our clients and teammates.Execute With Purpose — We prioritize solutions that produce meaningful outcomes rather than unnecessary complexity.Despite the name, we believe great outcomes come from strong systems and teamwork, not last-minute rescues. We operate on standards, not heroics. Documentation, accountability, and disciplined execution matter here.The RoleWe're looking for an MSP Help Desk Technician who will be the initial point of contact for our clients — diagnosing and resolving technical issues, and delivering remote support across a range of technologies.What You'll DoDiagnose and resolve technical issues across the technologies outlined in the Qualifications section — including workstations, servers, networks, Microsoft 365, virtual environments, and related infrastructureCommunicate with clients to resolve support issues and provide timely status updatesMonitor and respond to service tickets promptly and effectivelyAlert the Service Coordinator and Service Manager, as needed, for escalation and emergency serviceRelay client requests for additional services or equipment to the Procurement departmentMaintain and improve customer satisfaction, reporting any dissatisfaction to the Service ManagerDocument internal processes, procedures, and best practicesTrack time accurately against tickets and projectsWhat We're Looking ForExperience providing remote desktop and end-user support via phone, email, and remote-access toolsFamiliarity with core business applications, operating systems, and virtual environments (Azure & Hyper-V)Working knowledge of Microsoft technologies: Windows Server, Microsoft 365, the MS Office suite, Windows 11, and macOSExperience installing and supporting workstations, wireless access points, and UPS batteriesAbility to assist with installation of servers, switches, software, and firewallsFamiliarity with backup solutionsAbility to resolve issues with vendors related to line-of-business applications, copiers/printers, and internet service providersExperience monitoring RMM (Ninja) system alerts and notificationsExperience with ConnectWise Manage for service tickets (Hudu experience a plus)CompTIA certifications (A+, Network+, or Security+) are a plus!What We OfferFull-time, permanent position$22.00–$28.00/hour, depending on experienceMedical, Dental, and Vision coverage (TriNet)401(k) with company matchPTO + paid holidaysProfessional development budget and growth opportunitiesRegular team-building activities and eventsHybrid schedule — at least 2 days/week in the Beaverton office, or travel to client sites