Onsite IT Support Desk Technician | Growth & Certifications

the20; Cedar Rapids (IA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) participation with match

Certification reimbursement

Opportunities for advancement

Job summary

The 20 LLC in Cedar Rapids, IA, is seeking a diligent Information Technology Support Desk Technician to provide on-site, in-office technical support for clients and staff. This full-time role follows a Mon–Fri, 8 AM–5 PM schedule and requires hands-on assistance at the office.

You will respond to tickets, diagnose issues with workstations, laptops, and software, support VPN connectivity, document interactions, and help meet KPI goals.

Qualifications

• IT fundamentals and A+ certification (or equivalent professional experience)
• 1+ year of professional help desk experience
• Strong customer service skills
• High attention to detail
• Ability to follow instructions and policies
• Ability to adapt to changing and fast-moving environments
• Strong phone skills

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 all customer interactions thoroughly
• Follow SOPs and KB articles to resolve tickets and meet KPI goals
• Troubleshoot VPN connectivity, entry-level server issues, and other hardware problems

Skills

Customer service

Attention to detail

Communication skills

Phone skills

Education

A+ Certification

IT Fundamentals

Job description

The 20 LLC in Cedar Rapids, IA, is seeking a diligent Information Technology Support Desk Technician to provide on-site, in-office technical support for clients and staff. This full-time role follows a Mon–Fri, 8 AM–5 PM schedule and requires hands-on assistance at the office.

You will respond to tickets, diagnose issues with workstations, laptops, and software, support VPN connectivity, document interactions, and help meet KPI goals.