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The 20 MSP is a North American network of managed service providers (MSPs) that works to improve IT service delivery through a shared support model. Its proprietary MSP Blueprint gives IT providers a framework for scaling their businesses, streamlining operations, and strengthening customer support. Members also exchange practices and resources across the network, with a focus on growing their businesses and managing the day-to-day demands of managed services. The company operates in B2B IT services and SaaS.
After-Hours IT Support Desk Technician in Cedar Rapids
Handle after-hours support requests involving workstations, software, hardware, VPNs, and servers. Provide ticket-based customer support for The 20 MSP, serving clients across the country.
Сипаттама
- Resolve common issues across workstations, mobile devices, operating systems, software, hardware, and peripherals.
- Manage the support queue to help tickets reach timely resolution.
- Assist customers using remote connection tools.
- Record clear, thorough notes for every customer interaction.
- Use standard procedures and knowledge base articles to guide ticket prioritization and resolution.
- Meet or exceed key performance indicator targets.
- Diagnose advanced desktop problems, VPN connections, basic server issues, hardware faults, and line-of-business applications.
- Handle tickets by investigating symptoms, isolating causes, and applying solutions.
- Provide nationwide client support as part of The 20 LLC, a managed service provider and MSP growth platform.
Талаптар
- Hold IT Fundamentals and A+ certifications, or have equivalent professional experience.
- Have at least one year of professional help desk experience.
- Demonstrate strong customer service skills.
- Show close attention to detail.
- Follow instructions and established policies.
- Adapt to changing, fast-paced work conditions.
- Have strong phone communication skills.
- Use hand and finger dexterity to operate computer equipment.
- Be able to sit, stand, walk, talk, hear, and see regularly.
- Type routinely.
- Occasionally stoop, kneel, crouch, twist, crawl, reach, and stretch.
- Occasionally walk around the office.
- Have consistent close vision, depth perception, and focusing ability.
- Occasionally lift or move items weighing up to 30 pounds.
- Work in an open office with ongoing conversation and interruptions.
Артықшылықтар
- Medical, dental, vision, and supplemental coverage, with HSA and FSA options.
- 401(k) plan with a company match of up to 4%.
- Reimbursement for certifications to support professional development.
- Opportunities to advance within a growing organization.
- A workplace culture emphasizing drive, accountability, collaboration, and excellence.
Ұқсас жұмыс орындары
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