The 20 MSP

IT Support

• 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

The 20 MSP

IT Support Desk Technician

IT Support Desk Technician