IT Regional Service Technician

Regional Service TechnicianThe 20 LLC is a premier Managed Service Provider delivering enterprise-class IT services to businesses nationwide. We specialize in supporting organizations across a wide range of industries - including legal, financial, healthcare, and more - by providing secure, scalable, and reliable technology solutions. Our team is passionate about helping clients thrive through proactive support, strategic IT guidance, and cutting-edge infrastructure.We're looking for a well-rounded Regional Service Technician who brings both hands-on technical expertise and strong communication skills to the table. This role blends the responsibilities of a bench technician with the adaptability required to support all aspects of a modern computing environment. You'll serve as a key point of contact for diagnosing and resolving issues related to workstations, hardware, software, networks, and more — both remotely and on-site.Service Area: Primarily Grand Rapids, MI, with occasional travel to Lansing, MITravel Requirements: Onsite to local client's premisesKey Responsibilities:Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support.Provide customer support both onsite and remotely using connection software, ensuring thorough documentation and follow-up for every interaction.Prioritize and resolve tickets by following established SOPs and KB articles, meeting or exceeding KPI goals.Troubleshoot a range of issues including advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions.Perform complete hardware repair, maintenance, and security tasks—from cleaning and component replacement to in-depth diagnostics.Execute physical networking functions such as running network cables, installing patch panels, and setting up racks/enclosures, applying knowledge of wiring schema, tools, and layouts.Install, reinstall, repair, and configure software, including operating systems, antivirus/security tools, and office productivity suites.Back up data and perform system restores as needed to maintain functionality.Test solutions for accuracy, document work, and provide recommendations for ongoing system health.Qualifications:Practical experience with hardware assembly, disassembly, maintenance, and repair.Strong knowledge of Windows OS (installation, recovery, setup, updates) and major software suites (e.g., Microsoft Office).Familiarity with antivirus, security, and firewall technologies, including installation and recovery.Working knowledge of business networking, including Active Directory, Group Policy, file sharing, and server applications (Exchange, MS Server).Solid troubleshooting skills across OS, hardware, and network issues, including malware and virus removal.Ability to identify and diagnose failed hardware components.Valid Driver's License.Preferred Education and Experience:A+, Net+, and Sec+ certifications, or equivalent experienceExperience with all modern operating systemsDeep understanding of business networkingDeep understanding of Active Directory, Group Policy, File Sharing, etc.General understanding of technology related to small-medium businessesVirtualization experience is a plus!Benefits: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 Requirements: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 focusAbility to travel dependent on company needsOccasional need to lift and/or move up to 30 poundsWork Environment/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.