MSP Helpdesk Technician

Heroic 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 Values

• Own 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 Role

We'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 Do

• Diagnose and resolve technical issues across the technologies outlined in the Qualifications section — including workstations, servers, networks, Microsoft 365, virtual environments, and related infrastructure
• Communicate with clients to resolve support issues and provide timely status updates
• Monitor and respond to service tickets promptly and effectively
• Alert the Service Coordinator and Service Manager, as needed, for escalation and emergency service
• Relay client requests for additional services or equipment to the Procurement department
• Maintain and improve customer satisfaction, reporting any dissatisfaction to the Service Manager
• Document internal processes, procedures, and best practices
• Track time accurately against tickets and projects

What We're Looking For

• At least one year of IT support experience in an MSP or IT services environment
• Experience in providing remote desktop and end-user support via phone, email, and remote-access tools 
• Familiarity 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 macOS
• Experience installing and supporting workstations, wireless access points, and UPS batteries
• Ability to assist with installation of servers, switches, software, and firewalls
• Familiarity with backup solutions
• Ability to resolve issues with vendors related to line-of-business applications, copiers/printers, and internet service providers
• Experience monitoring RMM (Ninja) system alerts and notifications
• Experience with ConnectWise Manage for service tickets (Hudu experience a plus)
• CompTIA certifications (A+, Network+, or Security+) are a plus!

What We Offer

• Full-time, permanent position
• $22.00–$28.00/hour, depending on experience
• Medical, Dental, and Vision coverage (TriNet)
• 401(k) with company match
• PTO + paid holidays
• Professional development budget and growth opportunities
• Regular team-building activities and events
• Hybrid schedule — at least 2 days/week in the Beaverton office, or travel to client sites