IT Support Desk Technician

The 20 LLC is a nationwide Managed Service Provider (MSP) and MSP growth platform that partners with both general businesses and IT service companies across the country to deliver world-class technology solutions and support. We are passionate about fostering a collaborative, innovative environment where our team members and clients can thrive.

We are looking for a hard-working Information Technology Support Desk Technician to provide remote support to our clients nationwide. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.

• →Identify, analyze, and resolve common technical issues, questions, and problems that occur in 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
• →Troubleshooting of the following, though not limited to:
  • →Advanced desktop issues
  • →VPN connectivity
  • →Entry-level server support
  • →Hardware issues
  • →Line of business support

• 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

This role primarily involves working in an office environment with regular use of a computer and phone. Candidates should be able to:

• Sit or stand for extended periods
• Use hands and fingers for typing and computer work

The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position.