Tech Heads, Inc. is a premier provider of innovative technology solutions, offering a comprehensive range of services, including managed infrastructure, managed cybersecurity, product reselling, and professional services. We empower businesses by delivering solutions that enhance operational efficiency, fortify security, and drive digital transformation.

Headquartered in Portland, OR, Tech Heads thrives on the expertise and dedication of its exceptional team. For 30 years, our success has been built on the foundation of talented individuals committed to delivering outstanding customer experiences. 

The Service Desk Technician role is designed to provide first-level support for service requests received via phone, email, and ticketing system. The Service Desk tech should have excellent communication skills and the patience to communicate with a variety of interdisciplinary teams and users. The Service Desk tech should be able to diagnose, resolve, and document technical problems quickly and accurately. The ability to work in a team environment is essential. This position is on-site at our headquarters in Portland, OR. 

Responsibilities

• Answer incoming phone calls, create service request tickets, perform follow-ups to service requests, gather information from service requestors, etc.
• Review, analyze, prioritize, and resolve monitoring tickets.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and patching.
• Install, modify, and repair computers, printers, and peripheral hardware and software, and perform data migrations.
• Troubleshoot and resolve network connectivity including switches, routers, modems, firewalls, VPN, wireless, and remote access.
• Perform service both remotely and onsite.
• Clean PCs, printers, and other technical gear.
• Mobile device email configuration and troubleshooting (Android, iPhone)
• Escalate issues that cannot be resolved.
• Document issues and resolutions.
• Track and enter time quickly and accurately.

• Minimum 2 years of proven experience working in an MSP environment.
• Knowledge of various operating systems and platforms (Windows, MAC)
• Knowledge of Windows Active Directory, Office 365, Outlook, Azure.
• Knowledge of various Anti-Virus applications (Sophos is a plus)
• Knowledge of firewalls, firewall policies
• Knowledge of storage technologies (SAN, NAS, Nimble, Synology, etc.)
• Resourcefulness and problem-solving aptitude.
• Excellent Communication & Documentation skills.
• Flexibility with schedule and work location (travel to customer sites).
• Experience with monitoring tools, such as, Ninja One RMM.
• Experience with ConnectWise Manage, Support is a plus.
• A+ Certification, MCSA, MCP is a plus.