Onsite IT Support Desk Technician - Growth & Certifications

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Certification reimbursement

Job summary

The 20 LLC is seeking a dedicated Information Technology Support Desk Technician to provide in-office IT support in Plano, Texas. You will handle tickets, analyze issues, and implement solutions while communicating with clients by phone and remote tools.

This role emphasizes teamwork, documentation, and adherence to SOPs to maintain service levels. Ideal candidates will have IT Fundamentals and A+ certifications (or equivalent experience) and at least 1 year of help desk experience, with strong

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 policies.
• Ability to adapt to changing and fast-moving environments.
• Strong phone skills.

Responsibilities

• Identify, analyze, and resolve technical issues across workstations, 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 issues.
• Meet or exceed KPI goals.

Skills

Strong customer service

High attention to detail

Ability to follow instructions

Ability to adapt to change

Strong phone skills

Education

IT Fundamentals and A+ certifications

Job description

The 20 LLC is seeking a dedicated Information Technology Support Desk Technician to provide in-office IT support in Plano, Texas. You will handle tickets, analyze issues, and implement solutions while communicating with clients by phone and remote tools.

This role emphasizes teamwork, documentation, and adherence to SOPs to maintain service levels. Ideal candidates will have IT Fundamentals and A+ certifications (or equivalent experience) and at least 1 year of help desk experience, with strong