The 20 MSP

IT Technician

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software
• Thoroughly document and follow up on every customer interaction
• Prioritize and resolve tickets using established SOPs and KB articles while meeting or exceeding KPI goals
• Troubleshoot advanced desktop issues, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, cleaning, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks/enclosures using wiring schemas, tools, and layouts
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores
• Test solutions, document work, and provide recommendations for ongoing system health
• Travel onsite to local clients’ premises

IT Regional Service Technician

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software
• Thoroughly document and follow up on every customer interaction
• Prioritize and resolve tickets using established SOPs and knowledge-base articles while meeting or exceeding KPI goals
• Troubleshoot advanced desktop issues, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, cleaning, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks/enclosures
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores
• Test solutions, document work, and provide recommendations for ongoing system health
• Travel onsite to local clients' premises in the Charlotte, NC metro area

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software
• Thoroughly document and follow up on every customer interaction
• Prioritize and resolve tickets using established SOPs and knowledge-base articles while meeting or exceeding KPI goals
• Troubleshoot advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, cleaning, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks/enclosures
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores
• Test solutions, document work, and provide recommendations for ongoing system health

IT Support

• 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 SOPs and KB articles
• Meet or exceed KPI goals
• Troubleshoot advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and line-of-business support
• Respond to tickets, analyze issues, isolate problems, and implement solutions
• Provide technical support for computer systems, hardware, software, and applications

IT Support Desk Technician

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software, with thorough documentation and follow-up for every interaction
• Prioritize and resolve tickets by following established SOPs and knowledge base articles, meeting or exceeding KPI goals
• Troubleshoot advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks/enclosures using wiring schemas, tools, and layouts
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores as needed
• Test solutions, document work, and provide recommendations for ongoing system health
• Travel onsite to local clients’ premises

• Diagnose and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software
• Document and follow up on every customer interaction
• Prioritize and resolve tickets according to established SOPs and knowledge-base articles while meeting KPI goals
• Troubleshoot advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks/enclosures
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores
• Test solutions, document work, and provide recommendations for ongoing system health
• Travel onsite to local client premises in the Portland, OR surrounding metro area

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software
• Thoroughly document and follow up on every customer interaction
• Prioritize and resolve tickets by following established SOPs and knowledge-base articles while meeting or exceeding KPI goals
• Troubleshoot advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, cleaning, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks and enclosures
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores
• Test solutions, document work, and provide recommendations for ongoing system health
• Serve Portland, Oregon and the surrounding metro area, traveling onsite to local client premises

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software
• Document and follow up on every customer interaction
• Prioritize and resolve tickets using established SOPs and knowledge-base articles while meeting or exceeding KPI goals
• Troubleshoot advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, cleaning, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks/enclosures
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores
• Test solutions, document work, and provide recommendations for ongoing system health
• Travel onsite to local client premises in Portland, OR and the surrounding metro area