Regional IT Service Technician – Onsite & Remote

the20; Boxborough (MA); On-site; USD 58,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

401(k) match

Certification reimbursement

Career advancement

Job summary

The 20 LLC, a premier MSP, seeks a Regional Service Technician to diagnose and resolve issues across workstations, networks, and servers. This role blends bench work with on-site client support in the Greater Boston Metro Area, traveling to local premises as needed.

You will handle hardware/software issues, VPN connectivity, and security tasks, ensuring thorough documentation and KPI-driven performance. A+/Net+/Sec+ or equivalent experience is preferred.

Qualifications

• Practical experience with hardware assembly, disassembly, maintenance, and repair.
• Strong knowledge of Windows OS (installation, recovery, setup, updates) and major software suites (e.g., Microsoft Office).
• Familiarity with antivirus, security, and firewall technologies, including installation and recovery.
• Working knowledge of business networking, including Active Directory, Group Policy, file sharing, and server applications (Exchange, MS Server).
• Solid troubleshooting skills across OS, hardware, and network issues, including malware and virus removal.

Responsibilities

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support.
• Provide customer support both onsite and remotely using connection software, ensuring thorough documentation and follow-up for every interaction.
• Prioritize and resolve tickets by following established SOPs and KB articles, meeting or exceeding KPI goals.
• Troubleshoot a range of issues including advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions.
• Perform complete hardware repair, maintenance, and security tasks—from cleaning and component replacement to in-depth diagnostics.
• Execute physical networking functions such as running network cables, installing patch panels, and setting up racks/enclosures, applying knowledge of wiring schema, tools, and layouts.
• Install, reinstall, repair, and configure software, including operating systems, antivirus/security tools, and office productivity suites.
• Back up data and perform system restores as needed to maintain functionality.
• Test solutions for accuracy, document work, and provide recommendations for ongoing system health.

Skills

Windows OS proficiency

Active Directory

Networking knowledge

Troubleshooting skills

Hardware repair

Education

A+, Net+, and Sec+ certifications

Tools

Microsoft Office

Job description

The 20 LLC, a premier MSP, seeks a Regional Service Technician to diagnose and resolve issues across workstations, networks, and servers. This role blends bench work with on-site client support in the Greater Boston Metro Area, traveling to local premises as needed.

You will handle hardware/software issues, VPN connectivity, and security tasks, ensuring thorough documentation and KPI-driven performance. A+/Net+/Sec+ or equivalent experience is preferred.