After-Hours IT Support Desk Technician

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 Plano, TX office, and the second portion (10 : 00 PM - 2 : 00 AM) will be worked remotely from home.

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

Requirements

Benefits :

Physical Demands :

The physical demands below describe the essential job functions needed to complete this job.

Environmental Conditions :

The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position. Work involves sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met.