IT Support Desk Technician

The 20 MSP; Cedar Rapids (IA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401(k) match

Certification reimbursement

Advancement opportunities

Culture of excellence

Job summary

The 20 LLC is seeking an Information Technology Support Desk Technician to provide on-site IT support in Cedar Rapids, IA. The role involves troubleshooting hardware, software, and network issues for clients, with tickets managed through a central system.

Shifts are Mon - Fri, 8 AM - 5 PM, with opportunities for professional development and certification reimbursement. A+ and IT Fundamentals certifications plus 1+ year experience are preferred in this hands-on support environment.

Qualifications

• IT Fundamentals and A+ certifications, or equivalent professional experience.
• 1+ year of professional help desk experience.
• High attention to detail; ability to follow instructions and policies.

Responsibilities

• Identify, analyze, and resolve technical issues across workstations, devices, OS, software, hardware, and peripherals.
• Manage ticket queue to ensure timely resolution and effective documentation of interactions.
• Provide customer support using remote connection software and thorough ticket notes.
• Follow SOPs and KB articles to route and resolve issues and meet KPIs.
• Support VPN connectivity and entry-level server and business applications as needed.

Education

IT Fundamentals

A+ Certification

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
• High attention to detail
• Ability to follow instructions and policies
• Ability to adapt to changing and fast-moving environments
• 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.