After-Hours IT Support Desk Technician
About The Position
The 20 is looking for a hard-working After-Hours 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. Schedule & Location This is a full-time, after-hours position with a set schedule of 5:00 PM 2:00 AM CST. The first portion of the shift (5:00 PM 9:00 PM) will be worked onsite at our Cedar Rapids, IA office, and the second portion (10:00 PM 2:00 AM) will be worked remotely from home.
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
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
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Religious, Grantmaking, Civic, Professional, and Similar Organizations
Education Level
No Education Listed
Number of Employees
101-250 employees
