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 9/22/2026full-timePlano • Texas • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting technical issues related to workstations, mobile devices, and software, while providing exceptional customer support and adhering to established procedures. Proficient in managing ticketing systems and meeting key performance indicators in a fast-paced environment.

Highest-signal resume keywords

IT Fundamentals CertificationA+ CertificationHelp Desk ExperienceCustomer Service SkillsTechnical Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingVPN ConnectivityDesktop SupportServer SupportHardware SupportSoftware SupportTicket ManagementProblem AnalysisSolution ImplementationDocumentation

Soft Skills

Attention to DetailAdaptabilityCommunication SkillsInstruction FollowingPhone Skills

Tools & Technologies

Remote Connection SoftwareTicketing SystemSOPsKnowledge Base Articles

Certifications & Qualifications

IT FundamentalsA+ Certification

Industry Keywords

Technical SupportCustomer SupportHelp DeskKPI GoalsWorkstation Issues

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 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

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
Ability to sit or stand for extended periods
Ability to use hands and fingers for typing and computer work

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