Afterhours IT Support Desk Technician

the20; Plano (TX); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Comprehensive benefits (medical,Dental

Vision, supplemental coverage, plus Hs

401(k) with up to 4% match

Certification reimbursement

Advancement opportunities

Culture of accountability and teamwork

Job summary

The 20 LLC, a nationwide MSP, seeks an After-Hours Support Desk Technician for 100% onsite work at our Plano, TX location. You will handle evening/weekend tickets, troubleshoot devices, and ensure timely, professional support for clients nationwide.

Ideal candidates have IT Fundamentals and A+ certs, 1+ year help desk experience, and strong customer service and phone skills. Documentation and KPI-driven performance are essential.

Qualifications

• 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 adapt to changing environments.
• Strong phone skills.

Responsibilities

• Identify, analyze, and resolve technical issues across workstations, mobile devices, OS, software, hardware, and peripherals.
• Manage ticket queue to ensure timely resolution.
• Provide customer support using remote connection software.
• Document each customer interaction thoroughly.
• Follow SOPs and KB articles to drive issue resolution.
• Meet or exceed KPI goals.
• Troubleshoot VPN connectivity, entry-level server issues, hardware faults, and line-of-business software as needed.

Skills

IT Fundamentals and A+ certifications

Help desk experience

Customer service

Attention to detail

Communication skills

Adaptability

Phone skills

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. Our headquarters in Plano, TX, serves as the hub for company events, trainings, and client gatherings.

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 11:00 PM to 8:00 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 policiesAbility to adapt to changing and fast-moving environments
• Strong phone skills

Benefits:

• Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options
• Competitive 401(k) 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:

The physical demands below describe the essential job functions needed to complete this job.

• 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 and/or 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 individual(s) holding this position. Work involves sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met.