Afterhours IT Support Desk Technician

After-Hours Support Desk TechnicianThe 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.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.This position is 100% onsite, in-office.Available Shift: Monday - Friday 3:00 PM to 12:00 AMResponsibilities:Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripheralsManage ticket queue to ensure timely resolutionProvide customer support using remote connection softwareProvide thorough documentation on each customer interactionPrioritize ticketing system flow by following SOPs and KB articles for resolutionMeet or exceed KPI goalsTroubleshooting of the following, though not limited to: Advanced desktop issuesVPN connectivityEntry-level server supportHardware issuesLine of business supportRequirements:IT Fundamentals and A+ certifications, or equivalent professional experience1+ year of professional help desk experienceStrong customer service skillsHigh attention to detailAbility to follow instructions and policiesAbility to adapt to changing and fast-moving environmentsStrong phone skillsBenefits:Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA optionsCompetitive 401(k) participation with up to 4% contribution matchCertification reimbursement to support your continued developmentMeaningful opportunities for advancement within a growing organizationA culture built on drive, accountability, collaboration, and excellencePhysical Demands:The physical demands below describe the essential job functions needed to complete this job.Consistent hand and finger dexterity necessary to operate computer equipmentConsistently required to sit, stand, walk, talk, hear, and seeRoutine use of hands to typeOccasional need to stoop, kneel, crouch, twist, crawl, reach, and stretchOccasional need to walk around the officeConsistent vision abilities required; close vision, depth perception, and ability to focusOccasional need to lift and/or move up to 30 poundsEnvironmental 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 interruptionThe 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.