The 20 MSP
The 20 MSP
201 – 500 Darbinieki
B2BIT pakalpojumiSaaS
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.

Apraksts

  • 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.

Prasības

  • 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.

Priekšrocības

  • 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.

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