What are the responsibilities and job description for the Service Desk Technician (Security Focused) position at Tech Heads, Inc?
Description
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 (Security Focused) role is designed to provide support for service requests received via phone, email, and ticketing system. This role requires excellent communication skills and the patience to communicate with a variety of interdisciplinary teams and users. You should be able to triage, resolve, and document technical problems quickly and accurately. The ability to work in a team environment is essential.
Responsibilities
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 (Security Focused) role is designed to provide support for service requests received via phone, email, and ticketing system. This role requires excellent communication skills and the patience to communicate with a variety of interdisciplinary teams and users. You should be able to triage, resolve, and document technical problems quickly and accurately. The ability to work in a team environment is essential.
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 the overall supported technology stack.
- Install, modify, and repair computers, printers, peripheral hardware and software, and perform data migrations.
- Troubleshoot and resolve network connectivity including switches, routers, modems, firewalls, VPN, wireless, and remote access.
- Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
- Perform service both remotely and onsite.
- 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.
- Take escalations from the First-Level Service Desk Technicians.
- Work closely with Systems Administrators to resolve complex issues.
- Alert Response: Monitor and manage security-related alerts reported by users, and automation, investigate potential breaches or vulnerabilities, and collaborate with the security team to mitigate risks.
- Security Awareness: Provide users with guidance and training on security best practices, including phishing prevention, password policies, and data protection.
- Associate’s degree in computer science, Information Technology, or a closely related field or equivalent work experience.
- Minimum 4 years of proven experience working in an MSP environment.
- Expert knowledge of Microsoft Operating systems. Power Shell or other scripting languages.
- Knowledge of Windows Active Directory, Office 365, Outlook, Azure.
- Knowledge of various Anti-Virus applications (Sophos and Microsoft Defender is a plus)
- Knowledge of firewalls and firewall policies.
- Knowledge of networking fundamentals.
- Knowledge of security fundamentals and best practices.
- Knowledge of storage technologies (SAN, NAS, Nimble, Synology, etc.)
- Resourcefulness and problem-solving aptitude.
- Excellent Communication & Documentation skills.
- Experience with network monitoring and RMM tools.
- Experience with PSA platforms (ConnectWise Manage, Support is a plus.)
- Ideal certifications: SC-200, MS-900, AZ 900, Network , Security , Certified Ethical Hacker (CEH), or others demonstrating expertise in those areas.
