After-Hours IT Support Desk Technician

The 20 MSP

After-Hours Support Desk Technician providing remote support to clients nationwide at The 20 LLC. Identifying and troubleshooting technical issues related to hardware and software.

Posted 7/23/2026full-timePlano • Texas • 🇺🇸 United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting technical issues across various devices and systems, while providing exceptional customer support and maintaining thorough documentation. Proficient in managing ticket queues and adhering to standard operating procedures to meet key performance indicators.

Highest-signal resume keywords

IT Fundamentals CertificationA+ CertificationHelp Desk ExperienceCustomer Service SkillsTroubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue ResolutionVPN Connectivity TroubleshootingDesktop SupportServer SupportHardware Troubleshooting

Soft Skills

Attention to DetailAdaptabilityInstruction FollowingStrong Phone Skills

Tools & Technologies

Remote Connection SoftwareTicketing System

Certifications & Qualifications

IT Fundamentals CertificationA+ Certification

Industry Keywords

Customer SupportSOPsKPI GoalsHelp Desk

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 advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and 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