Administrative Skills, Analysis Skills, Business Services, Business Support, CompTIA A+, Computer Hardware, Computer Systems, Computer Workstations, Customer Relations, Customer Support/Service, Customer Training, Depth Perception, Desktop PC, Detail Oriented, Documentation, Establish Priorities, Exceeded Sales Goal, Help Desk, Identify Issues, Information Technology & Information Systems, Knowledge Base, Lift/Move 30 Pounds, Manual Dexterity, Mobile Devices, Mobile Operating System, Performance Metrics, Peripheral Hardware, Physical Demands, Problem Solving Skills, Reimbursement, Server Support, Standard Operating Procedures (SOP), Systems Analysis, Team Player, Technical Support, Telephone Skills, Time Management, VPN (Virtual Private Network)
LOCATION
Plano, TX
POSTED
2 days ago
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. Our headquarters in Plano, TX, serves as the hub for company events, trainings, and client gatherings.
We are looking for a hard-working After-Hours 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.
Available Schedule: Monday - Friday, 11:00 PM - 8:00 AM
This position is 100% onsite, in-office.
Responsibilities
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
Requirements
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
Benefits:
Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options
Competitive 401(k) participation with up to 4% contribution match
Certification reimbursement to support your continued development
Meaningful opportunities for advancement within a growing organization
A culture built on drive, accountability, collaboration, and excellence
Physical Demands:
The physical demands below describe the essential job functions needed to complete this job.
Consistent hand and finger dexterity necessary to operate computer equipment
Consistently required to sit, stand, walk, talk, hear, and see
Routine use of hands to type
Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch
Occasional need to walk around the office
Consistent vision abilities required; close vision, depth perception, and ability to focus
Occasional need to lift and/or move up to 30 pounds
Environmental Conditions:
The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)
Work is in an open office environment with steady conversation and interruption
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. Work involves sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met.