Help Desk Technician

Heroic Technologies is looking for a Help Desk Technician to be the first line of support for clients navigating day-to-day IT challenges. In this role, you'll act as the initial point of contact for our clients delivering both remote and onsite support and troubleshooting basic technical issues across a range of technologies. You'll play a key role in shaping the client experience through clear communication, responsiveness, and follow-through. We're looking for someone who not only brings technical capability, but also embodies how we work:

• Own It: Take 100% responsibility: no blame, no excuses. Honor your commitments with integrity. See a problem, solve a problem.
• Always be Growing: Seek challenges to fuel your growth. Stay curious and relentlessly improve. Embrace change and new ideas.
• Serve First: Earn trust and value in every interaction. Every relationship and partnership is an opportunity to create a raving fan. Elevate and empower others to succeed.
• Execute with Purpose: Connect every action to the 'why' and the outcome. Ideas create potential; execution creates value. Turn effort into meaningful impact.

Responsibilities

• Provide remote desktop and end-user support via phone, email, and remote-access tools
• Troubleshoot core business applications, operating systems, virtual environments (Azure & Hyper-V), and backup solutions
• Support Microsoft technologies: Windows Server, Microsoft 365, MS Office suite, Windows 11, Mac OS, etc
• Implement and maintain the company's software stack
• Install and support hardware (workstations, wireless access points, UPS batteries, etc.) both remotely and onsite
• Shadow & assist System Administrator with onsite installation of: servers, switches, software, and firewalls
• Review the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Coordinate with vendors to resolve issues related to line-of-business applications, copiers/printers, and internet service providers
• Document all work in ConnectWise Manage service tickets, Configuration Items, and Hudu (where applicable)
• Follow company procedures for documenting time and services performed in real-time
• Maintain and update customer network documentation in Hudu
• Alert Service Coordinator and Service Manager(as needed) for escalation and emergency service
• Communicate with clients to resolve support issues and provide timely work status updates
• Participate in client and internal meetings as requested
• Relay client requests for purchase of additional services or equipment to the Procurement department.
• Maintain and improve customer service, perception, and satisfaction - Report any dissatisfaction to the Service Manager
• Document internal processes, procedures, and best practices
• Stay current with emerging IT technologies through publications and online resources
• Participate in an on-call, after-hours support rotation
• Maintain a customer satisfaction score of 95% or higher
• Adhere to all company policies and procedures, The IT Support Specialist will report directly to the Service Manager and will receive daily ticket assignments from the Service Coordinator.

• Ability to demonstrate strong listening, verbal, written, troubleshooting, and customer service skills.

• Associate's degree in computer related discipline or 1 year IT support experience

• Certifications:

• A+ Certification

• NET+ Certification is preferred or achieved during tenure as an IT Support Specialist OR Security+ Certification achieved during tenure as an IT Support Specialist

• MS102 to be achieved during tenure as an IT Support Specialist I

• Ability to work as scheduled: up to 8 hours of sitting, using a keyboard, and speaking on the phone

• Demonstrate the ability to prioritize and handle requests accordingly.

• Ability to seamlessly change/re-align focus to new tasks when the priority changes

• Ability to build positive and collaborative relationships both internally and externally

• You must have a cell phone.

• You must have reliable transportation for client site visits

• Full Time, permanent position
• Compensation: $22.00 - $28.00 per hour DOE
• Medical, Dental, Vision (TriNet)
• 401(k) with match
• PTO + Holidays
• Professional development budget
• Work from home position with local travel within the SF Bay Area

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