IT Support Desk Technician

The 20 MSP; Plano (TX); On-site; USD 10,000 - 60,000; Full time

Job summary

A technology services firm in Plano, Texas, is seeking an IT Support Desk Technician to provide remote support. The ideal candidate will have relevant IT certifications and customer service skills. Responsibilities include troubleshooting technical issues and managing ticket resolutions. The position is fully onsite, with a modern office environment offering amenities such as an onsite gym and snacks.

Benefits

PTO/Sick/Holiday pay

Dependent Care FSA

Life Insurance 100% Company Paid

Team Building Events

Onsite gym and modern amenities

Qualifications

• 1+ year of professional help desk experience.
• High attention to detail.
• Ability to follow instructions and policies.

Responsibilities

• Identify, analyze, and resolve technical issues.
• Manage ticket queue for timely resolution.
• Provide customer support using remote connection software.

Skills

Technical Support

Customer Support

Troubleshooting

Communication

Education

IT Fundamentals certification

A+ certification or equivalent experience

Job description

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The 20 is 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
• PTO/Sick/Holiday pay
• Dependent Care FSA
• Life Insurance 100% Company Paid
• Incredible company culture
• Explosive company growth
• Company sponsored Team Building Events
• State of the art, modern office with amenities: onsite gym, snacks, drinks, and a food hall

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.