Afterhours IT Support Desk Technician

The 20 • Cedar Rapids, IA

13d • Onsite

About The Position

The After-Hours Support Desk Technician provides remote technical support to nationwide clients of The 20 LLC, a managed service provider and MSP growth platform. The technician responds to tickets, analyzes and isolates issues, and implements solutions involving computer systems, hardware, software, applications, and business technology. The role requires comfort with phone-based customer support and general knowledge of business technology. This is a 100% onsite, in-office position with an available Monday–Friday shift from 3:00 PM to 12:00 AM.

Requirements

• IT Fundamentals and A+ certifications, or equivalent professional experience.
• At least 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 involving workstations, mobile devices, operating systems, software, hardware, and peripherals.
• Manage the ticket queue to ensure timely resolution.
• Provide customer support using remote connection software.
• Thoroughly document each customer interaction.
• Prioritize ticketing system flow by following standard operating procedures and knowledge base articles.
• Meet or exceed KPI goals.
• Troubleshoot advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and line-of-business support.

Benefits

• Comprehensive benefits, including medical, dental, vision, supplemental coverage, and HSA/FSA options.
• Competitive 401(k) participation with up to 4% contribution match.
• Certification reimbursement to support continued development.
• Meaningful opportunities for advancement within a growing organization.
• A culture built on drive, accountability, collaboration, and excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed