IT Support Desk Technician

The 20 • Plano, TX

13d • Onsite

About The Position

The IT Support Desk Technician provides remote technical support to clients nationwide from an office-based workplace. The role supports computer systems, hardware, software, applications, and related business technology. The technician responds to tickets, analyzes and isolates issues, implements solutions, and communicates with customers by phone. Work primarily takes place in an office environment and involves regular computer and phone use.

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.
• Document each customer interaction thoroughly.
• 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.
• Opportunities for advancement within a growing organization.

What This Job Offers

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