IT Support Desk Technician

The 20 MSP; Plano (TX); On-site; USD 42,000 - 60,000; 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 in-office IT support in Plano, TX. You will handle tickets, analyze issues, and implement solutions while speaking with customers on the phone and via remote tools.

The role requires IT fundamentals or A+ certification and at least one year of help desk experience. Applicants should demonstrate attention to detail, the ability to follow instructions, and adaptability in a fast-moving environment.

Qualifications

• IT fundamentals and A+ certifications or equivalent experience.
• 1+ year of professional help desk experience.
• Strong attention to detail and ability to follow SOPs.

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 each customer interaction thoroughly.
• Follow SOPs and KB articles to resolve tickets and meet KPI goals.
• Troubleshoot VPN connectivity, entry-level server and hardware issues, and line-of-business support.

Skills

IT Fundamentals

A+ Certification

Help Desk Experience

Attention to detail

Follow instructions

Adaptability

Customer support

Remote communication

Tools

Ticketing system

Remote support software

Job description

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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.

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.