After-Hours IT Support Desk Technician

The 20; United States; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision

401k with match

Certification reimbursement

Advancement opportunities

Job summary

The 20 LLC seeks an After Hours Support Desk Technician to provide on-site IT support for clients nationwide. You will handle tickets, diagnose issues, and guide solutions in person and over the phone as needed.

Shifts run Wednesday to Sunday, 11:00 PM to 8:00 AM. The ideal candidate has IT fundamentals, an A+ certification or equivalent, and at least one year of help desk experience.

Qualifications

• 1 year of professional help desk experience
• IT Fundamentals and A certifications or equivalent professional experience
• Strong customer service skills
• High attention to detail
• Ability to follow instructions and policies
• Ability to adapt to changing and fast moving environments
• Strong phone skills

Responsibilities

• Identify analyze and resolve common technical issues in workstations, devices, OS, software, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Follow SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshoot advanced desktop and VPN connectivity issues, and entry level server support

Skills

Customer service

Phone support

Attention to detail

Adaptability

Follow SOPs

Education

A+ certification

Tools

Ticketing system

Remote access software

VPN

Job description

The 20 LLC is a nationwide Managed Service Provider MSP and MSP growth platform that partners with both general businesses and IT service companies across the country to deliver world class technology solutions and support. We are passionate about fostering a collaborative innovative environment where our team members and clients can thrive. We are looking for a hard working After Hours Support Desk Technician to provide remote support to our clients nationwide. The right candidate will be responsible for providing technical support related to computer systems hardware software applications and more. This person will respond to tickets via a ticketing system analyze the issues isolate the problems and implement the solutions. This person will be comfortable talking on the phone supporting customers and have a good general understanding of business technology. This position is 100 onsite in office. Available Shift Wednesday Sunday 1100 PM to 800 AM.

Responsibilities

• Identify analyze and resolve common technical issues questions and problems that occur in workstations mobile devices operating systems software hardware and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following though not limited to Advanced desktop issues VPN connectivity Entry level server support Hardware issues Line of business support

Requirements

• IT Fundamentals and A certifications or equivalent professional experience
• 1 year of professional help desk experience
• Strong customer service skills
• High attention to detail
• Ability to follow instructions and policies
• Ability to adapt to changing and fast moving environments
• Strong phone skills

Benefits

• Comprehensive benefits including medical dental vision supplemental coverage plus HSAFSA options
• Competitive 401k participation with up to 4 contribution match
• Certification reimbursement to support your continued development
• Meaningful opportunities for advancement within a growing organization
• A culture built on drive accountability collaboration and excellence

Physical Demands

Consistent hand and finger dexterity necessary to operate computer equipment Consistently required to sit stand walk talk hear and see Routine use of hands to type Occasional need to stoop kneel crouch twist crawl reach and stretch Occasional need to walk around the office Consistent vision abilities required; close vision depth perception and ability to focus Occasional need to lift andor move up to 30 pounds

Environmental Conditions

The worker is not substantially exposed to adverse environmental conditions such as in typical office or administrative work Work is in an open office environment with steady conversation and interruption The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job They are not intended to be interpreted as an exhaustive list of all responsibilities duties and skills required of the individuals holding this position Work involves sitting most of the time Walking and standing are required only occasionally and all other sedentary criteria are met