IT Support Desk Technician

the20; Cedar Rapids (IA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) participation with match

Certification reimbursement

Opportunities for advancement

Job summary

The 20 LLC in Cedar Rapids, IA, is seeking a diligent Information Technology Support Desk Technician to provide on-site, in-office technical support for clients and staff. This full-time role follows a Mon–Fri, 8 AM–5 PM schedule and requires hands-on assistance at the office.

You will respond to tickets, diagnose issues with workstations, laptops, and software, support VPN connectivity, document interactions, and help meet KPI goals.

Qualifications

• IT fundamentals and A+ certification (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

Responsibilities

• Identify, analyze, and resolve common 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 all customer interactions thoroughly
• Follow SOPs and KB articles to resolve tickets and meet KPI goals
• Troubleshoot VPN connectivity, entry-level server issues, and other hardware problems

Skills

Customer service

Attention to detail

Communication skills

Phone skills

Education

A+ Certification

IT Fundamentals

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 Information Technology 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:

Mon - Fri, 8 AM - 5 PM

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 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 Requirements

This role primarily involves working in an office environment with regular use of a computer and phone. Candidates should be able to:

• Sit or stand for extended periods
• Use hands and fingers for typing and computer work

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.