ISP Technician

TEKsystems•Cedar Rapids, IA

1d•Remote

About The Position

We’re hiring Entry-Level Help Desk Technicians to provide first-line IT support for a technology-focused organization that delivers broadband, managed services, and modern IT solutions to customers across the U.S. This role is a great opportunity to build hands-on experience in a fast-paced IT support environment while working with a collaborative, service-driven team. As a Level 1 Help Desk Technician, you’ll be the first point of contact for users experiencing technical issues, helping diagnose problems, resolve basic requests, and escalate more complex issues when needed. Candidates may work fully remote or be local to select U.S. office hubs. Training is 100% remote. Company-provided equipment includes: PC, Dual monitors, Headset, Keyboard and mouse. Candidates must have: Reliable internet connection (minimum 20 Mbps download / 5 Mbps upload) and the ability to hard-wire into their router using an Ethernet cable. Assigned schedules are 2nd shift. Post-training schedules require working at least one weekend day (Saturday or Sunday; many schedules include both). Two consecutive days off provided during the week. Attendance and reliability are critical performance metrics in this role.

Requirements

Comfort providing technical support in a customer-facing role
Strong troubleshooting and multitasking abilities
Working knowledge of Windows operating systems
Excellent communication and customer service skills
Ability to stay organized and detail-oriented in a metric-driven environment
Reliable internet connection (minimum 20 Mbps download / 5 Mbps upload)
Ability to hard-wire into their router using an Ethernet cable

Nice To Haves

Associate’s degree or coursework in Computer Science or a related IT field
Two or more IT certifications (A+, Network+, Security+, CCNA)
Bilingual skills (eligible for a pay differential upon conversion)

Responsibilities

Respond to a high volume of IT support requests via phone, email, and chat
Troubleshoot basic hardware, software, and connectivity issues
Assist with: Password resets, User account support, Software installations, Windows-related issues
Accurately document all issues and resolutions in the ticketing system
Follow established processes to escalate issues when appropriate
Contribute to and leverage the internal knowledge base
Deliver excellent customer service while maintaining professionalism and empathy
Meet or exceed performance metrics related to quality, call handling, and productivity