After-Hours IT Support Desk Technician job at The 20 Cedar Rapids, IA, US

Job Description

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 Cedar Rapids, IA 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
- VPN connectivity
- Entry-level server support
- Hardware issues
- Line of business support

Requirements

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

Benefits:

Medical/Dental/Vision health plans
PTO/Sick/Holiday pay
Dependent Care FSA
Paid Parental Leave
Life Insurance 100% Company Paid
Incredible company culture
Explosive company growth
Company sponsored Team Building Events
State of the art, modern office with amenities: onsite gym, snacks, drinks, and a food hall

Physical Demands:

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

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

Environmental Conditions:

The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)
Work is in an open office environment with steady conversation and interruption

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.

Job Tags

Full time, Work at office, Work from home, Shift work,

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