Night-Shift IT Support Desk Technician

the20; Plano (TX); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Comprehensive benefits (medical,Dental

Vision, supplemental coverage, plus Hs

401(k) with up to 4% match

Certification reimbursement

Advancement opportunities

Culture of accountability and teamwork

Job summary

The 20 LLC, a nationwide MSP, seeks an After-Hours Support Desk Technician for 100% onsite work at our Plano, TX location. You will handle evening/weekend tickets, troubleshoot devices, and ensure timely, professional support for clients nationwide.

Ideal candidates have IT Fundamentals and A+ certs, 1+ year help desk experience, and strong customer service and phone skills. Documentation and KPI-driven performance are essential.

Qualifications

• 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 adapt to changing environments.
• Strong phone skills.

Responsibilities

• Identify, analyze, and resolve 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 drive issue resolution.
• Meet or exceed KPI goals.
• Troubleshoot VPN connectivity, entry-level server issues, hardware faults, and line-of-business software as needed.

Skills

IT Fundamentals and A+ certifications

Help desk experience

Customer service

Attention to detail

Communication skills

Adaptability

Phone skills

Job description

The 20 LLC, a nationwide MSP, seeks an After-Hours Support Desk Technician for 100% onsite work at our Plano, TX location. You will handle evening/weekend tickets, troubleshoot devices, and ensure timely, professional support for clients nationwide.

Ideal candidates have IT Fundamentals and A+ certs, 1+ year help desk experience, and strong customer service and phone skills. Documentation and KPI-driven performance are essential.