Onsite Night-Shift IT Support Desk Technician

The 20 MSP; Cedar Rapids (IA); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

401(k) matching up to 4%

Certification reimbursement

Advancement opportunities

Job summary

The 20 LLC is a nationwide MSP seeking an After‑Hours Support Desk Technician to deliver remote client support from the Cedar Rapids area. The role centers on diagnosing hardware and software issues, guiding users, and documenting interactions.

This onsite night-shift position requires IT fundamentals and A+ certifications or equivalent experience. You will manage tickets, follow SOPs, and provide phone support while collaborating across teams.

Qualifications

• IT Fundamentals and A+ certifications, or equivalent professional experience.
• 1+ year of professional help desk experience.
• High attention to detail and ability to follow policies
• Ability to adapt to changing and fast-moving environments
• Shift includes 100% onsite work with overnight hours (Wed-Sun 11:00 PM–8:00 AM)

Responsibilities

• Identify, analyze, and resolve common technical issues across workstations, devices, OS, software, and hardware.
• 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 resolve issues and meet KPI goals.
• Troubleshoot VPN, desktop, server, and line‑of‑business issues as needed.

Skills

Help desk support

Attention to detail

Effective communication

Remote phone support

Education

A+ certification

IT Fundamentals

Tools

Ticketing system

Remote connection software

Job description

The 20 LLC is a nationwide MSP seeking an After‑Hours Support Desk Technician to deliver remote client support from the Cedar Rapids area. The role centers on diagnosing hardware and software issues, guiding users, and documenting interactions.

This onsite night-shift position requires IT fundamentals and A+ certifications or equivalent experience. You will manage tickets, follow SOPs, and provide phone support while collaborating across teams.