Onsite After-Hours IT Help Desk Technician

The 20; Cedar Rapids (IA); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

401(k) match

Certification reimbursement

Job summary

The 20 LLC in Cedar Rapids is seeking a dedicated After-Hours Support Desk Technician to provide on-site, in-office IT support. The role handles tickets, analyzes issues, and delivers resolution with a focus on customer satisfaction and KPI achievement.

The position requires IT Fundamentals and A+ certifications or equivalent experience, with 1+ year in a help desk role. Shift runs Monday–Friday, 3:00 PM to 12:00 AM, in a collaborative MSP environment.

Qualifications

• 1+ year of professional help desk experience.
• IT Fundamentals and A+ certifications or equivalent.
• Strong attention to detail and ability to follow instructions.
• Ability to adapt to changing and fast-moving environments.

Responsibilities

• Identify, analyze, and resolve common technical issues related to 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.
• Troubleshoot VPN connectivity, entry-level server issues, hardware problems, and line of business applications.

Skills

Customer support

Attention to detail

Communication

Problem solving

Education

A+ Certification

IT Fundamentals

Tools

Ticketing system

Remote support tools

Job description

The 20 LLC in Cedar Rapids is seeking a dedicated After-Hours Support Desk Technician to provide on-site, in-office IT support. The role handles tickets, analyzes issues, and delivers resolution with a focus on customer satisfaction and KPI achievement.

The position requires IT Fundamentals and A+ certifications or equivalent experience, with 1+ year in a help desk role. Shift runs Monday–Friday, 3:00 PM to 12:00 AM, in a collaborative MSP environment.