IT Support Desk Technician

Job Description

IT Support Desk Technician

The 20 is 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.

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:

Medical/Dental/Vision health plans

PTO/Sick/Holiday pay

Dependent Care FSA

Paid Parental Leave

Life Insurance 100% Company Paid

Incredible company culture

Explosive company growth

Company sponsored Team Building Events

State of the art, modern office with amenities: onsite gym, snacks, drinks, and a food hall

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

May require travel dependent on company needs

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.

It is the policy of The 20, LLC. to offer Equal Employment Opportunity to all qualified applicants, regardless of race, color, creed, religion, national origin, sex, age, disability, genetic infuriate, or any other status protected by federal, state, or local laws.