IT Regional Service Technician

The 20 MSP; Plano (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

401(k) match

Certification reimbursement

Advancement opportunities

Job summary

The 20 LLC is seeking a Regional Service Technician to provide hands-on IT support at client sites and remotely. You'll diagnose and repair workstations, networks, and software, delivering proactive service in a fast-paced MSP environment in Plano, TX.

You will work with Windows OS, AD, and security tools, perform hardware repairs, network wiring tasks, and document every ticket while focusing on KPI-driven results. A valid driver's license and willingness to travel are required.

Qualifications

• Experience with hardware assembly, diagnostics, and repair.
• Strong Windows OS knowledge, Office suite familiarity.
• Familiarity with antivirus, security, and firewall tech.
• Knowledge of Active Directory, Group Policy, and file sharing.
• Ability to diagnose failed hardware components.
• Must have valid driver's license.

Responsibilities

• Identify, analyze, and resolve issues with workstations, devices, OS, software, hardware, and entry-level server support.
• Provide onsite and remote customer support with proper documentation and follow-up.
• Prioritize and resolve tickets following SOPs and KPIs.
• Troubleshoot desktop issues, VPN connectivity, hardware failures, and basic server functions.
• Perform hardware repair, maintenance, and security tasks.
• Install networks components: cables, patch panels, racks/enclosures.
• Install, configure software including OS, security tools, office suites.
• Back up data and perform restores as needed.
• Test solutions for accuracy and document work; provide health recommendations.

Skills

Windows OS

Active Directory

Networking

Troubleshooting

Documentation

Driver's license

Education

A+, Net+, and Sec+ certifications, or equivalent experience

Job description

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The 20 LLC is a premier Managed Service Provider delivering enterprise-class IT services to businesses nationwide. We specialize in supporting organizations across a wide range of industries - including legal, financial, healthcare, and more - by providing secure, scalable, and reliable technology solutions. Our team is passionate about helping clients thrive through proactive support, strategic IT guidance, and cutting-edge infrastructure.

We're looking for a well-rounded Regional Service Technician who brings both hands-on technical expertise and strong communication skills to the table. This role blends the responsibilities of a bench technician with the adaptability required to support all aspects of a modern computing environment. You'll serve as a key point of contact for diagnosing and resolving issues related to workstations, hardware, software, networks, and more - both remotely and on-site.

Travel Requirements:

Onsite to local client's premises

Key Responsibilities:

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support.
• Provide customer support both onsite and remotely using connection software, ensuring thorough documentation and follow-up for every interaction.
• Prioritize and resolve tickets by following established SOPs and KB articles, meeting or exceeding KPI goals.
• Troubleshoot a range of issues including advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions.
• Perform complete hardware repair, maintenance, and security tasks - from cleaning and component replacement to in-depth diagnostics.
• Execute physical networking functions such as running network cables, installing patch panels, and setting up racks/enclosures, applying knowledge of wiring schema, tools, and layouts.
• Install, reinstall, repair, and configure software, including operating systems, antivirus/security tools, and office productivity suites.
• Back up data and perform system restores as needed to maintain functionality.
• Test solutions for accuracy, document work, and provide recommendations for ongoing system health.

Qualifications:

• Practical experience with hardware assembly, disassembly, maintenance, and repair.
• Strong knowledge of Windows OS (installation, recovery, setup, updates) and major software suites (e.g., Microsoft Office).
• Familiarity with antivirus, security, and firewall technologies, including installation and recovery.
• Working knowledge of business networking, including Active Directory, Group Policy, file sharing, and server applications (Exchange, MS Server).
• Solid troubleshooting skills across OS, hardware, and network issues, including malware and virus removal.
• Ability to identify and diagnose failed hardware components.
• Valid Driver’s License.

Preferred Education and Experience:

• A+, Net+, and Sec+ certifications, or equivalent experience
• Experience with all modern operating systems
• Deep understanding of business networking
• Deep understanding of Active Directory, Group Policy, File Sharing, etc.
• General understanding of technology related to small-medium businesses
• Virtualization experience is a plus!
• 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 Requirements:

The physical requirements 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
• Ability to travel dependent on company needs
• Occasional need to lift and/or move up to 30 pounds

Work Environment/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.