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IT Support Desk Technician
The 20 MSPInformation Technology Support Desk Technician at The 20 helps clients with technical issues. Position involves troubleshooting hardware and software for a nationwide clientele.
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingdesktop supportVPN connectivityserver supporthardware supportsoftware supportremote connection softwareticket managementdocumentationSOPs
Soft Skills
customer serviceattention to detailfollowing instructionsadaptabilitycommunicationproblem-solvingtime managementprioritizationinterpersonal skillsteam collaboration
Certifications
IT FundamentalsA+ certification