After-Hours IT Support Desk Technician

The 20 MSP

. Identify, analyze, and resolve common technical issues, questions, and problems involving workstations, mobile devices, operating systems, software, hardware, and peripherals .

Posted 10/9/2026full-timeCedar Rapids • Iowa • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting technical issues across workstations, mobile devices, and operating systems while providing exceptional customer support. Proficient in managing ticket queues and adhering to SOPs to meet KPI goals in a fast-paced environment.

Highest-signal resume keywords

IT Fundamentals CertificationA+ CertificationHelp Desk ExperienceCustomer Service SkillsTicketing System Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue ResolutionDesktop TroubleshootingVPN Connectivity SupportEntry-Level Server SupportHardware Issue Troubleshooting

Soft Skills

Attention to DetailAdaptabilityStrong Phone Skills

Tools & Technologies

Remote Connection SoftwareTicketing System

Certifications & Qualifications

IT Fundamentals CertificationA+ Certification

Industry Keywords

Managed Service ProviderMSP Growth PlatformSOPsKPI Goals

About the role

Key responsibilities & impact

Identify, analyze, and resolve common technical issues, questions, and problems involving 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
Troubleshoot advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and line-of-business support
Respond to tickets via a ticketing system, analyze issues, isolate problems, and implement solutions
Support clients nationwide as part of The 20 LLC, a nationwide Managed Service Provider and MSP growth platform

Requirements

What you’ll need

IT Fundamentals and A+ certifications, or equivalent professional experience
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
Consistent hand and finger dexterity necessary to operate computer equipment
Consistently required to sit, stand, walk, talk, hear, and see
Routine use of hands to type
Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch
Occasional need to walk around the office
Consistent vision abilities required; close vision, depth perception, and ability to focus
Occasional need to lift and/or move up to 30 pounds
Work is in an open office environment with steady conversation and interruption

Benefits

Comp & perks

Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options
Competitive 401(k) participation with up to 4% contribution match
Certification reimbursement to support your continued development
Meaningful opportunities for advancement within a growing organization
A culture built on drive, accountability, collaboration, and excellence