Help Desk Technician

MSP Hire

Help Desk Technician providing remote and onsite IT support for Heroic Technologies. Troubleshooting client issues and maintaining a customer satisfaction score of 95% or higher.

Posted 5/6/2026full-timeSan Francisco • California • 🇺🇸 United StatesJunior💰 $22 - $28 per hourWebsite

Tech Stack

Tools & technologies

AzureFirewalls

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Ability to work as scheduled: up to 8 hours of sitting, using a keyboard, and speaking on the phone
Ability to prioritize and handle requests accordingly
Ability to seamlessly change/re-align focus to new tasks when priority changes
Ability to build positive and collaborative relationships both internally and externally

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

remote desktop supportend-user supporttroubleshootingoperating systemsvirtual environmentsbackup solutionshardware installationnetwork documentationservice ticket managementcustomer satisfaction

Soft Skills

communicationcollaborationprioritizationadaptabilitycustomer serviceproblem-solvingtime managementrelationship buildingteamworkattention to detail

Certifications

A+ CertificationNET+ CertificationSecurity+ CertificationMS102 Certification